Technical Support Engineer - Document Content Management Kuala Lumpur, MY

Job Purpose

The Technical Support Engineer is responsible for providing critical technical support to business partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement.In the role of Technical Support Engineer, you will be providing telephone and/or Web based support for Tungsten Automation Corporation products.

Key Responsibilities

• Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues related to application use, design, and configuration.
• Provide prompt and accurate feedback to customers.
• Effectively communicate complex technical issues to a broad range of customers and departments within Tungsten Automation Corporation, such as product management, software engineering, sales, and quality assurance.
• Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.
• Take issues elevated from Associate Technical Support Engineers as needed.
• Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.
• Use approved protocol to communicate with Development engineers on the analysis of software issues.
• Elevate hot fix requests to support managers for processing based on approved protocol.
• Participate in regular support team meetings.
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
• Prepare test systems for replication of user issues.