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Technical Support Engineer

Our team is reshaping B2B marketing and having fun in the process! When joining Madison Logic, you are committing to giving 100% and always striving for more. As a truly global company, we take pride in a diverse culture free from gender, racial, and other forms of bias.

About the Role:

As a Technical Support Engineer, you will provide exceptional tier II level support, addressing hardware and software issues through effective problem recognition, research, and resolution. You will assist and train inexperienced or non-technical end users, ensuring they effectively utilize various software packages.

In this role, you will foster strong relationships with both internal and external stakeholders to enhance the credibility and functionality of our products. You will create and maintain a comprehensive application-focused knowledge base for users, ensuring accurate information is recorded and maintained within our ticketing system. Provide clear and concise written and verbal communication that is easily understood and is appropriate for the audience. This is a full-time on-site role located in Pune.

Responsibilities:

- Provide tier II level support, problem recognition, research and isolation to help resolve hardware and software issues
- Assist and train inexperienced or nontechnical end users in the utilization of various software packages
- Foster strong relationships with internal and external stakeholders to build credibility for the ongoing enhancement of products developed by Madison Logic
- Create and maintain an application focused knowledge base for internal and external users
- Record and maintain accurate information within the ticketing system
- Responsible for documenting any new or changed information regarding the customers
- Diagnose basic user issues within applications
- Interface directly with customers to make sure their needs are being met and that we provided superior customer experiences
- Proven ability to handle customer escalations and concerns
- Perform testing, research, troubleshooting, analysis activities, internal consultation, and collaboration regarding product functionality to build knowledgebase to respond to support cases successfully
- Consistently improve technical product knowledge through training, self-directed research, testing, and internal consultation to become a subject matter expert (SME) for Madison Logic products
- Consult with clients on best practices and the use of Madison Logic products to meet their business requirements
- Help our team grow from your expertise, experience, and perspectives.

Basic Qualifications:

- Ability to work in-office during one of the following shifts required (1) 4:30pm - 1:30am (2) 5:30am - 2:30pm (3) 7:30am - 4:30pm
- Fluent in English language (verbal and written) and possessing a clear and concise communication style
- Clear and concise communication style
- University degree +5 years of experience
- A minimum of 2 years as a Support Engineer
- 1+ years experience with AWS tools and services
- 1+ years experience with technical application system
- Demonstrated knowledge of database architecture and systems configuration
- Working knowledge of SQL