Location - Clark Freeport

Department - Customer

Level - Support role 

Working Pattern - Hyrbid

Benefits - Benefits at Ideagen

DEI - DEI strategy

Salary - this will be discussed at the next stage of the process, if you do have any questions please feel free to reach out!

The Customer Success Engineer Tier 2 is tasked with handling more complex technical issues that escalate beyond Tier 1 support. This role requires a deeper technical expertise to analyze, diagnose, and resolve more complex problems, ensuring customer satisfaction and product reliability.

• Advanced Troubleshooting: Handling more complex technical issues that have been escalated from Tier 1.
• In-Depth Analysis: Conducting thorough analysis to identify the root causes of technical problems.
• Collaboration: Working closely with Tier 1 support and other departments for issue resolution.
• Knowledge Sharing: Providing guidance and training to Tier 1 support to enhance their problem-solving skills.
• Documentation: Updating and maintaining internal knowledge bases and documentation.

• Advanced Technical Knowledge
• Deeper understanding of technical issues
• Experience with specific tools and technologies used in the company
• Problem-Solving and Analytical Skills
• Advanced diagnostic abilities
• Logical and systematic approach to problem-solving
• Interpersonal and Communication Skills
• Effective communication with both customers and team members
• Ability to explain complex concepts in simpler terms

About Ideagen

 Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our   tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always    working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. 

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place! 

#LI-CLARKFREEPORT

#INDPHIL