Senior Technical Support Specialist

2 months ago

Colchester, Essex, United Kingdom Blackline Safety Full time
About the Role

We are seeking a highly skilled Senior Technical Support Specialist to join our dynamic Technical Support team at Blackline Safety. As a key member of our 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 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. Act as an advisor on the initiatives to ensure that the interests of customer care are considered as part of the change management process.
  • 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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