Technical Services Engineer

As a Senior Technical Services Engineer at impact.com, your primary responsibilities will include managing incoming support requests, providing advanced technical assistance, and resolving or escalating complex technical issues efficiently. You will work closely with clients and internal teams to ensure stability and reliability on the Impact Radius platform while also assisting in the onboarding process and representing technical expertise across the organization.

To qualify for the Senior Technical Services Engineer role at impact.com, candidates should possess an undergraduate degree in Computer Science, Engineering, Science, Maths, or a related discipline. In addition, you should have at least 5 years of experience in Integration Support, Sales Engineering, or Software Development, particularly in a customer-facing role. Proficiency in log analysis and a scripting language like Python or PHP is preferred.

At impact.com, the work environment for a Senior Technical Services Engineer promotes flexibility and collaboration. With a casual, hybrid atmosphere, you can enjoy a healthy work-life balance and contribute to a culture where both teamwork and individual contributions are valued. You'll also have access to training and development opportunities in advanced partnership automation products, empowering your professional growth.

Successful Senior Technical Services Engineers at impact.com possess a mix of technical, analytical, and soft skills. Key abilities include critical thinking, effective problem-solving, and adaptability in a fast-paced environment. You should also be service-oriented, have strong communication skills, and a passion for ensuring customer success while being able to learn new technologies quickly.

A typical day for a Senior Technical Services Engineer at impact.com involves managing support requests on our ticketing platform, collaborating with other departments and clients to troubleshoot issues, and mentoring team members. You will also be engaged in monitoring tracking, escalating incidents when needed, and participating in internal projects focused on enhancing our technical offerings and customer experience.

In answering this question, highlight specific projects where you played a key role in integration. Discuss your approach, any challenges faced, and how you overcame them, all while focusing on the positive outcomes achieved for the clients involved.

Provide a structured approach, such as using a ticketing system and outlining your method for triaging issues. Discuss how you communicate with clients during this process to keep them informed and engaged, showing your commitment to customer service.

Share a detailed story that showcases your problem-solving abilities. Focus on the steps you took to assess the issue, the resources you utilized, and how the resolution positively impacted the client's business, reinforcing your role as a valuable partner.

Mention specific tools relevant to technical services engineering, such as ticketing systems, log analysis tools, and any programming or scripting languages you’re proficient in. Discuss how your familiarity with these tools enhances your effectiveness in resolving issues promptly.

Talk about your methods for continuous learning such as attending conferences, participating in webinars, engaging with tech communities, or pursuing certifications. Showing your initiative to remain informed demonstrates your dedication to your professional development.

Emphasize your communication skills and customer service orientation. Discuss how you approach transparency, acknowledging issues, and working collaboratively with clients to find solutions, ensuring they feel supported throughout the process.

Discuss how you prioritize understanding client needs, providing timely responses, and delivering effective solutions. Outline your dedication to building lasting relationships and how you gather feedback to improve service continuously.

Explain the importance of thorough documentation, including testing steps, outcomes, and resolutions. Highlight how this process benefits both clients and the internal team, fostering knowledge sharing and improving troubleshooting in the future.

Share an instance where you took the initiative to guide a newer team member, outlining the methods you used—be it through direct training, sharing resources, or constructive feedback—and the positive results that resulted from your mentorship.

Reflect on the role's need for technical expertise balanced with an unwavering commitment to customer success. Discuss how you see these elements working together to provide holistic solutions that truly resonate with clients' needs.