Technical Support Engineer (Tier 2)

As a Technical Support Engineer (Tier 2) at Polly, your primary responsibilities include troubleshooting technical issues for customers, converting complex details into understandable responses, identifying bugs, and supporting the engineering teams. You will handle advanced customer inquiries via email, chat, and phone, fostering a seamless customer experience.

To qualify for the Technical Support Engineer (Tier 2) role at Polly, candidates should have 5+ years of customer service experience, proficiency with tools such as Postman and APIs, and a profound understanding of technical issues. Experience as an Encompass Admin and the ability to communicate complex information clearly are also critical.

Polly is an exciting workplace for a Technical Support Engineer (Tier 2) due to its focus on professional growth, cutting-edge technologies, and supportive team culture. Employees benefit from competitive salaries, fully paid health insurance, and a flexible work environment, while directly contributing to revolutionary solutions in the mortgage capital markets.

In the role of Technical Support Engineer (Tier 2) at Polly, you'll work with various technical tools, including Postman for API testing, development consoles for debugging, and Kibana for logging. These tools will enable you to efficiently address customer queries, document bugs, and collaborate on technical implementations.

Polly is dedicated to the career advancement of its Technical Support Engineers by providing opportunities for professional growth and training, direct engagement with senior leadership, and a collaborative environment that encourages innovation and active contribution towards achieving company goals.

Prioritizing tasks in a technical support role requires evaluating urgency and impact. I assess the severity of each inquiry and prioritize those affecting critical customer operations. Additionally, using a ticketing system helps keep track of ongoing issues and ensures timely responses.

In a previous role, a client faced a significant issue that halted their operations. I listened to their concerns and conducted a thorough investigation, quickly isolating the problem. I communicated effectively and coordinated with our engineering team to provide a speedy resolution, ensuring minimal disruption to their workflow.

Troubleshooting begins with gathering detailed information from the customer about the issue. I then replicate the problem in a controlled environment, consult documentation, and utilize various diagnostic tools. This methodical approach allows me to identify the root cause efficiently.

Handling negative feedback involves listening carefully and empathetically. I acknowledge their frustrations, assure them that I understand their concerns, and work diligently to rectify the situation. This builds trust and highlights my commitment to their satisfaction.

I am experienced with tools like Postman for API testing, databases for backend support, and various communication platforms for customer interactions. My familiarity with logging tools like Kibana also helps troubleshoot issues effectively.

Empathy is crucial in technical support; it helps build rapport with customers and understand their needs. When customers feel their concerns are acknowledged, they are more likely to remain patient and cooperative, which leads to better problem resolution.

I focus on using analogies and everyday language to explain technical concepts. Simplifying the information without losing the essence allows customers to grasp the solutions, which enhances their overall experience.

Staying informed on technology trends involves subscribing to industry newsletters, participating in webinars, and following influential tech blogs. Engaging with online communities and attending conferences also provides insights into emerging tools and standards.

Success in technical support can be measured by metrics such as resolution time, customer satisfaction scores, and the effectiveness of communication. Continuous feedback, self-assessment, and striving for improvement are important aspects of my approach.

Documentation is vital as it serves as a reference for both the support team and the customers. Well-maintained records of issues and solutions help in future troubleshooting and training, creating a knowledge base that enhances efficiency.