Technical Support Engineer

Lightcast is a trusted advisor on labor market information for customers across a wide array of markets. We build SaaS products that combine many different kinds of workforce data to accurately inform our clients’ decisions about college course offerings, hiring, site selection, economic development, and much more.

We need a Technical Support Engineer to join us to be a key role for the company and serve as frontline technical resource for customers. You will be delivering unique value by collaboratively and reactively solving customer problems. You will be working from problem identification to full resolution, through collaboration with engineering teams and/or escalation through managers, own customer experience through email and chat.

Responsibilities

• Take ownership of customer issues reported and see problems through to resolution.
• Assist clients in product installation or upgrade, if required arrange screen sharing sessions with the customer to resolve the issue.
• Creating user accounts for the customer as well as company employees for all products with the restricted or full access as per the request.
• Assist clients API related queries and assist customers by providing the steps/documents with the help of the engineering team if needed.
• Daily monitoring of alerts and product delivery.
• Manage the queue with all tickets end to end working closely with shift leads and Duty managers/ Team Managers.
• Escalating issues to Product Development, Product Management, and/or Operations teams and managing their resolution.
• Work closely with the Product Support Manager and Development teams to provide customer feedback.
• Monitoring the chat and assisting clients via chat.

Experience and Education:

• 1+ years’ experience as Technical Support Engineer.
• Bachelor's degree in Computer Science, Engineering, or related technical field.
• Advanced written and verbal communication skills.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.), operating systems (Windows, Linux) and ticketing system.

Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) with offices in the United Kingdom, Europe, and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities.

Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Lightcast has always been, and always will be, committed to diversity, equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.