Engineer managing substances within Expleo's Manufacturing Engineering department. Leading projects on substance management and regulatory compliance while ensuring sustainable solutions.
About the role
- Technical Services Escalation Engineer responsible for Tier III support and troubleshooting for Axis products. Collaborating with Tier II to resolve escalated issues while maintaining technical expertise in Axis solutions.
Responsibilities
- Handle escalated cases from Tier II and troubleshoot directly with customers via case and phone support
- Respond to and engage Team Leads requests to directly assist with escalated and/or challenging customer issues as needed
- Maintain subject matter expertise on Axis products, solutions and/or technologies
- Work directly with Technical Service Specialists (TSS) group to resolve customer issues, identify product issues, update documentation, and complete other tasks as directed
- Develop and deliver knowledgebase articles, white papers, and “how to” guides aimed at educating TSEs based on data from escalations
- Debrief resolved escalated cases with the respective Tier II TSE to identify training needs for both the individual and team levels
- Partner closely with TSSs to identify possible product issues and proactively monitor and identify trends in customer inquiries
- Actively monitor new case queues and provide feedback to give TSEs a “head start” on how to troubleshoot
- Activate and resolve new Helpdesk cases from the queue as needed
Requirements
- Existing Level II, Level III, or Senior TSE
- 2-3 years’ Axis experience with a demonstrated subject matter expert in at least one Axis area of specialty and proficiency in all others
- Bachelor’s degree or equivalent experience in technology
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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