Systems Engineer (iTero Level 3 tech support)
Align Technology
Belen, Costa Rica
hace 18 horas

About this opportunity

Tier 3 expert is the technical focal point that responsible for Serve as iTero Technical & Business focal point. Analyzing and resolving complex technical and business issues Accountable End2End for problems solving till customer receives feedback Provide Root Cause Analysis (RCA) when needed.

Feedback from the Install Base to R&D (functionality / HW) Suggest improvements to the product based on field experience Build support procedures to lower levels Knowledge sharing and training RMA analysis Support SW deployment stages and exhibitions Support SQA activities when needed.

Issue weekly reports In this role, you will Handle daily support activities (tickets handling, LMR support, QA assistance ) Deal with cross regional activities (on going deployments, severities, troubleshooting .

Help local OPS technical activities (training, support new OPS processes ) In this role, you’ll need More than 3 years of experience as tech support (Tier 3) in high technology global multi discipline equipment companies (medical companies Advantage) Proven customer facing skills Ability to work in Dynamic constantly changing environment Self-learner Proven experience in the fields of : IT / network / PC / IIS / SQL / Windows / OS Admin SQL server, SQL querying, Stored procedures Proven scripting abilities Analysis and troubleshooting capability Eager to improve customer experience Excellent verbal and written English communication skills

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