Senior Technical Services Engineer

2 months ago

Cape Town, Western Cape, South Africa Impact tech Inc Full time

About Impact Tech Inc.

At Impact Tech Inc., we are passionate about delivering cutting-edge technology solutions that drive customer success. Our team is dedicated to providing exceptional technical support and services to our clients, helping them to achieve their business goals.

Your Role

This position is an expert in Impact technology and will be responsible for delivering custom engineering and advanced technical support to customers who purchase our services. As a Senior Technical Services Engineer, you will be tasked with resolving or escalating advanced technical troubleshooting issues in a timely and efficient manner. You will also assist with proposing technical solutions and troubleshooting issues for our clients.

Key Responsibilities

  • Manage incoming support requests on our ticketing platforms to ensure issues are followed up on and resolved.
  • Provide technical assistance internally and externally to clients.
  • Triage issues and escalate to various teams as needed.
  • Act as a technical resource to the on-boarding team.
  • Perform assigned daily tasks to monitor and track technical issues.
  • Help test and replicate issues to shorten time to resolution.
  • Acquire deep product knowledge and understanding of all Impact products and services.
  • Enrich our client knowledge base with relevant technical information.
  • Troubleshoot all advanced technical services issues - both internally and externally.
  • Triage incoming technical issues and work with CS and clients to find solutions in real-time.
  • Manage, plan, design, and implement advanced technical integrations.
  • Oversee and mentor Technical Services team members.
  • Provide support to Principal engineers with technology partnerships and POCs and advanced integrations.
  • Be the point of escalation to the local teams on urgent matters.
  • Manage various internal projects, including training and ensuring support readiness for new feature releases.
  • Work on miscellaneous engineering projects.

Requirements

  • Passion for solving customer issues in a fast-paced environment.
  • Adaptability.
  • Cooperation.
  • Service-oriented.
  • Flexibility.
  • Initiative.
  • Critical thinking.
  • Ability to learn new technologies quickly.
  • Problem-solving.
  • Ability to work independently.
  • Undergraduate degree in Computer Science, Engineering, Science, Maths, or related Science or Commerce discipline.
  • 5+ years of experience in Integration Support, Sales Engineering, Software Development, or related discipline, preferably in an external customer-facing role.
  • Experience with an internet marketing or business development team and/or lead marketing company preferred.
  • Ability to perform log analysis, including writing SQL.
  • Experience in Web application and tool development is a plus.
  • Experience of at least one scripting/programming language (Python, PHP) is preferred.

Benefits

  • Hybrid, casual work environment.
  • Responsible PTO policy.
  • Take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both your personal and professional life.
  • Training and development opportunities.
  • Learning the advanced partnership automation products.
  • Medical aid and provident fund.
  • Group schemes with Discovery and Bonitas for medical aid.
  • Group scheme with Momentum for provident fund.
  • Restricted stock units.
  • 3-year vesting schedule pending Board approval.
  • Internet allowance.
  • Fitness club fee reimbursements.

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