Technical Support Engineer - Tier 2
Optimizely
- New York, New York, United States
- New York, New York, United States
Über
Job Responsibilities
Independently triage and resolve complex Tier 2 cases with minimal supervision.
Identify recurring issues and suggest improvements to documentation.
Escalate complex issues with clear context and documentation.
Collaborate cross-functionally to resolve customer-impacting issues.
Proactively contribute to knowledge base articles and internal process improvements.
Document all customer interactions and resolutions with detail, clarity, and accuracy in Optimizely’s ticketing system.
Attend team meetings, collaboration sessions, internal and external trainings and participate in on‑call rotation.
Establish knowledge in all technological areas of the Optimizely products.
Exercise sound judgment within established procedures to determine appropriate actions.
Provide prompt, empathetic and technical sound support across all channels.
Innovate beyond defined procedures when necessary to deliver results.
Independently decompose complex tasks and execute effectively.
Make well‑reasoned decisions despite ambiguity or incomplete information.
Demonstrate resourcefulness and autonomy in problem‑solving.
Education
Bachelor’s degree in computer science, IT, or Telecommunications preferred, or equivalent working experience.
Displaying Technical Expertise
Managing Time
Solving Complex Problems
Communicating Effectively
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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