Technical Support Engineer- L2

As a Technical Support Engineer- L2 at Interface.ai, your responsibilities include managing daily support functions, troubleshooting technical issues, facilitating customer interactions to address their concerns, and collaborating with internal teams to ensure timely resolutions. You'll document issues through our ticketing system and provide regular updates on ticket statuses.

To qualify for the Technical Support Engineer- L2 role at Interface.ai, candidates should possess a BE/BTech/MCA/Bachelor in computer science/BCA/MSc/MS and have 2 to 6 years of experience in technical support. Strong communication skills and experience with Linux, SQL, and common Service Desk tools are essential.

Interface.ai is dedicated to fostering growth and development for its Technical Support Engineers- L2 by providing ongoing training opportunities, exposure to a variety of advanced AI technologies, and encouraging collaboration among cross-functional teams. We believe in enhancing skills through practical experience and mentorship.

Technical Support Engineers- L2 at Interface.ai utilize a variety of tools including JIRA, Bugzilla, Zendesk, and Zoho for ticket tracking and issue resolution. Familiarity with Node.js, SQL, and analyzing data dumps and logs is also crucial for effectively diagnosing and addressing customer concerns.

At Interface.ai, the work culture for a Technical Support Engineer- L2 is vibrant and inclusive. We celebrate diversity and foster a collaborative environment that encourages open communication, innovative problem-solving, and collective success. We value every team member's contribution to our mission and believe this enhances our overall effectiveness.

When answering this question, share specific examples of technical issues you've encountered in past roles. Explain how you approached each problem systematically, detailing the tools and methods you used to resolve the issues effectively. Highlight your analytical skills and ability to collaborate with cross-functional teams.

Discuss your method for assessing the urgency and impact of support tickets. Mention any tools you use to track them and how you communicate with team members to ensure efficient resolutions. Emphasize your ability to stay organized under pressure while providing excellent customer service.

Highlight skills such as strong communication and analytical abilities, technical expertise in relevant technologies, and experience handling customer-facing situations. Emphasize how these qualities contribute to effective problem-solving and customer satisfaction.

Share a specific incident that illustrates your problem-solving capabilities. Describe the challenge, the steps you took to resolve it, and the positive outcome for the customer. This shows your resilience and expertise in delivering high-quality support.

Explain your approach to managing escalated issues, highlighting your ability to listen actively and empathize with the customer's situation. Discuss the importance of clear communication and timely updates throughout the resolution process.

Mention the specific CRM and ticketing tools you have used, explaining how these systems helped you manage customer interactions and track resolutions. Detail your familiarity with features that improved efficiency and communication.

Discuss your techniques for exceeding customer expectations, such as proactive communication, attention to detail, and personalized responses. Provide examples of how these strategies have led to positive customer experiences in the past.

Indicate your openness to flexible working hours, emphasizing your commitment to customer support. Explain how you manage your schedule and ensure productivity, even during unconventional hours.

Reflect on your passion for technology and helping others, sharing how these factors drive you to excel in technical support roles. Express your enthusiasm for the evolving nature of technology and the satisfaction that comes from resolving customer issues.

Articulate your interest in Interface.ai’s mission to innovate within the banking industry and your passion for AI technology. Explain how your values align with the company's commitment to inclusivity and customer excellence, demonstrating your desire to be part of this dynamic team.