ENGINEER - eCommerce Application Support

Job description

**Job Description:** The Technical Support Engineer (TSE) Level 1 will have sufficient product knowledge and experience to resolve general inquires and the majority of technical support issues received from customers and internal & external partners around the globe. This includes pre & postproduction support and monitoring the system through Alerts.  A TSE Level 1 is the first escalation point within the Support organization.  The TSE Level 1 is capable of and responsible for performing the tasks of a Level 1 Customer Care Specialist, when needed.  The TSE will work on issues and provide a resolution to the customer in a timely manner according to SOPs. **Key Responsibilities** - Diagnose, isolate and/or resolve Level 1 technical software and Infrastructure issues - Problem diagnosis, root cause analysis (work with L2/product development team) & corrective action - Handle requests presented from any customer, partner or site worldwide - Respond to email requests received, in accordance with service level agreements,  SOPs and performance metrics - Handle cases assigned over, due to differences in time zones & work balancing - Identify and escalate priority issues appropriately - Generate Out of Production notifications - Perform all required tasks in a timely, professional manner and within service level     objectives - Provide responsive and effective solutions - Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers - Continuously strive to increase product and business knowledge - Provide product training to Level 1 and act as a mentor to new Technical support personnel - Provide recommendations for process improvement - Provide ad hoc reports and perform other support & office duties, as assigned