B2B Technical Support Engineer

As a B2B Technical Support Engineer at ENTERPRICE, you will be responsible for mastering technology, troubleshooting technical issues, collaborating with engineering teams, and empowering customers through clear guidance and support. You’ll dive deep into the intricacies of data queries, diagnose issues effectively, and contribute to continuous improvement in user experience.

To qualify for the B2B Technical Support Engineer role at ENTERPRICE, you should have extensive experience in technical support beyond Help Desk roles, strong communication skills, and a deep understanding of APIs, JSON, HTTP requests, and debugging tools. Familiarity with ticketing systems like Jira or Monday.com is also beneficial, and experience in B2B environments with enterprise clients is preferred.

In the role of a B2B Technical Support Engineer at ENTERPRICE, you will provide hands-on support to enterprise clients, guiding them through best practices and documentation. You’ll troubleshoot technical issues and clear up complex concepts to ensure customers get the most value from our data and APIs.

ENTERPRICE is committed to the growth and development of its employees, including B2B Technical Support Engineers. You will have opportunities to collaborate with engineering and product teams, identify and implement process improvements, and build your technical skills and knowledge, positioning you for career advancement within the organization.

As a B2B Technical Support Engineer at ENTERPRICE, you can expect a fast-paced and innovative work environment that values collaboration and customer success. You will be part of a dynamic team focused on solving complex challenges and fostering meaningful relationships with clients.

When answering this question, highlight specific instances where you successfully diagnosed and resolved technical issues. Discuss how you approached problem-solving, the tools you used, and any collaborative efforts with team members that led to successful outcomes.

To effectively answer this question, explain your method for prioritizing tasks and requests. Include examples of how you assess urgency and importance, and share techniques you use to manage your time and workload effectively without compromising customer service quality.

Discuss the importance of clear communication in your role, especially when explaining technical concepts to customers. Share examples of how your communication skills helped you build trust with clients and how you ensure that information is conveyed clearly and effectively.

Provide a detailed account of a situation where you worked closely with engineering teams. Describe the challenge, your specific contributions, and the outcome. Emphasize your collaborative skills and how effective teamwork led to a successful resolution.

Mention specific ticketing and tracking systems you are familiar with, such as Jira or Monday.com. Talk about how these tools facilitate your workflow and allow you to efficiently manage and track customer support requests.

Explain your strategies for keeping current with new technologies, updates, and best practices. This could include attending workshops, participating in webinars, reading relevant literature, or collaborating with colleagues who share insights.

Provide a clear and illustrative example of a time when you simplified a complex issue. Focus on your ability to breakdown the technical jargon and use analogies or visuals to aid in understanding for the non-technical user.

Share your passion for technology and problem-solving, and explain how customer success motivates you. Discuss how helping clients overcome challenges not only brings satisfaction but also drives you to continuously improve your technical skills.

Discuss your approach to handling dissatisfied customers. Emphasize active listening, empathy, taking responsibility, and your commitment to resolving issues swiftly. Share an example of how you turned a challenging interaction into a positive outcome.

Explain your thought process in such situations. Highlight your problem-solving skills and the importance of transparency with the customer, reassuring them that you will work diligently to find a solution, and discussing the steps you would take to follow up.