Senior Technical Support Specialist

4 weeks ago

Colchester, Essex, United Kingdom Blackline Safety Full time
Senior Technical Support Analyst

About the Role:

We are seeking a highly skilled Senior Technical Support Analyst to join our Technical Support team at Blackline Safety. As a Senior Technical Support Analyst, you will play a critical role in providing technical expertise and guidance to our first-level Technical Support Analysts, ensuring that our customers receive world-class support.

Key Responsibilities:

  • Provide technical expertise and guidance to first-level Technical Support Analysts
  • Respond to technical support trouble requests and troubleshoot complex technical issues
  • Liaise with Quality and Engineering teams to resolve technical product issues
  • Identify technical problem trends and collaborate with internal teams to validate and resolve issues
  • Make recommendations for product improvements based on data and customer feedback
  • Act as a project manager to resolve problems and implement corrective steps
  • Conduct discovery calls with stakeholders and prepare professional recommendations for corrective action
  • Travel to customer locations to assist with technical site planning and problem analysis
  • Support Client Success Managers with customer key accounts and provide technical expertise
  • Collaborate with Sales Engineering team to answer complex technical questions and provide priority escalation support
  • Work with Product Management to implement new products and services within technical support
  • Identify process improvements and make recommendations for tool enhancements
  • Keep accurate records of technical problem investigations and provide regular updates to stakeholders
  • Create professional customer-facing reports and assist in customer education

Requirements:

  • Minimum 5 years' experience in a senior technical support or technical service capacity
  • Technical diploma or degree from a recognized institution
  • Demonstrated intermediate to advanced analytical skills and aptitude
  • Understanding of wireless standards and configuration of wireless devices
  • Ability to communicate technical issues to users of various backgrounds professionally
  • Advanced verbal and written business communication skills
  • Understanding of how to support, configure, manage, and troubleshoot connectivity devices
  • Intermediate to advanced application of analytics tools and ability to produce meaningful data
  • Intermediate or higher skillset with Microsoft Office tools
  • Understanding of API and working with authentication and authorization
  • Background reading electronic schematics and troubleshooting circuit boards considered an asset
  • Experience working with and troubleshooting within a diverse technology portfolio
  • Gas detection experience or knowledge considered an asset
  • Demonstrated project management and organizational skills
  • Detail-oriented and thrives in a fast-paced environment
  • Proactive in your approach to problem determination and resolution
  • Ability to travel globally with a clean driver's abstract
  • Fluent in written and spoken English
  • French, Spanish, or other languages considered an asset

What We Offer:

  • Full-time position with a hybrid work arrangement (in-office 3 days per week)
  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment

Location:

Colchester, UK

Travel:

10-15% of the time

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