Senior Technical Support Specialist

3 weeks ago

Colchester, Essex, United Kingdom Blackline Safety Full time

Role Overview

We are seeking a highly skilled Senior Technical Support Analyst to join our team at Blackline Safety. As a key member of our Technical Support team, you will play a crucial role in resolving complex technical issues and providing innovative solutions to our customers.

Key Responsibilities

  • Provide technical expertise, guidance, and escalation support to our first-level Technical Support Analysts globally.
  • Respond to technical support trouble requests pertaining to hardware, software, firmware, and network connectivity to meet department service levels.
  • Liaise with the Quality and Engineering teams to highlight and resolve technical product issues.
  • Identify technical problem trends and collaborate with internal teams to validate, determine root cause, and take corrective action.
  • Make recommendations for product improvements to drive down customer trouble calls based on data from reported cases and feedback from within Blackline.
  • Act as a project manager to understand and resolve problems, implement corrective steps and procedures, and introduce solutions to the Technical Support team.
  • Conduct discovery calls with stakeholders relating to concerns with products and prepare professional recommendations for corrective action.
  • Plan, coordinate, and travel to customer locations to assist with technical site planning and problem analysis.
  • Support Blackline's Client Success Managers with customer key accounts to provide technical expertise where needed.
  • Collaborate with the Sales Engineering team to answer and resolve complex technical questions and provide priority escalation support.
  • Work with Product Management to support the implementation of new products and services within technical support.
  • Identify process improvements for the overall department and make recommendations for improvements to our tools for troubleshooting.
  • Keep accurate records of technical problem investigations within the department CRM (NetSuite) and JIRA tracking system.
  • Provide regular updates to stakeholders on the status of problem resolution.
  • Create professional customer-facing reports to explain outcomes of investigations and assist in the customer education process for better understanding of Blackline products.
  • Create content to improve Blackline's public support site and review existing content for accuracy.

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, using appropriate language for the audience.
  • Advanced verbal and written business communication skills that are clear, concise, courteous, and professional.
  • Understanding of how to support, configure, manage, and troubleshoot connectivity devices.
  • Intermediate to advanced application of analytics tools (Power BI, Tableau, etc.) 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; hardware, software, telecom, networks.
  • Gas detection experience or knowledge is 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 would be considered an asset.

Work Environment

  • Hybrid (in-office 3 days per week).

Location

  • Colchester, UK.

Travel

  • 10-15%.

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