Customer Success Engineer Tier 2

The Customer Success Engineer Tier 2 is tasked with handling more complex technical issues that escalate beyond Tier 1 support. This role requires a deeper technical expertise to analyze, diagnose, and resolve more complex problems, ensuring customer satisfaction and product reliability.

• →Advanced Troubleshooting: Handling more complex technical issues that have been escalated from Tier 1.
• →In-Depth Analysis: Conducting thorough analysis to identify the root causes of technical problems.
• →Collaboration: Working closely with Tier 1 support and other departments for issue resolution.
• →Knowledge Sharing: Providing guidance and training to Tier 1 support to enhance their problem-solving skills.
• →Documentation: Updating and maintaining internal knowledge bases and documentation.

• Experience
• • 3+ years of experience or SME/Tier 2 level in similar positions such as technical support, helpdesk representative, desktop support, IT service management preferred.

• Deep understanding of technical issues
• Hands-on experience with company-specific tools and technologies

• Advanced diagnostic abilities
• Logical and systematic approach to troubleshooting

• Clear communication with customers and team members
• Ability to explain complex concepts in simple terms

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen! 

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

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