Customer Success Engineer (Tier 2)

Ideagenis 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 ofIdeagen, think of it as the silent teammatethat'salways working behind the scenes to help those people who make our lives safer and better.

Every day 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.

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

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.

• Advanced Technical Knowledge
• Deeper understanding of technical issues
• Experience with specific tools and technologies used in the company
• Problem-Solving and Analytical Skills
• Advanced diagnostic abilities
• Logical and systematic approach to problem-solving
• Interpersonal and Communication Skills
• Effective communication with both customers and team members
• Ability to explain complex concepts in simpler terms

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