Support Engineer

Alianza is looking for a Support Engineer to join our Technical Support department. This role focuses on resolving customer issues across the breadth of the Alianza portfolio — from configuration questions to deeper technical debugging — with speed, accuracy, and a strong commitment to customer satisfaction. The ideal candidate is an experienced troubleshooter who is comfortable owning a ticket queue autonomously, balancing competing priorities and SLA commitments, and who thrives in a fast-paced, dynamic environment. Key Responsibilities • Front-Line Intake: Serve as the first technical eye on incoming tickets in assigned product areas — validating, classifying by complexity, and routing to the right group when work belongs elsewhere. • Ticket Resolution: Resolve customer issues through systematic diagnostic techniques and applied product knowledge, working toward First Contact Resolution (FCR) wherever practical, as a key driver of customer satisfaction. Manage your ticket queue autonomously, applying effective prioritisation within Service Level Agreements (SLAs). • Escalation & Collaboration: Work alongside Technical Advisors on complex issues requiring deeper expertise, and escalate to Engineering or third-party vendors where specialist intervention is needed, providing complete and clear documentation that enables efficient resolution. • Customer Advocacy & Ownership: Take full ownership of technical issues, drive them to a timely resolution, and proactively communicate status updates — especially for at-risk or unhappy customers. Go the extra mile to ensure customer happiness. • Product Knowledge: Build and maintain working knowledge across the breadth of the Alianza platform and product portfolio, rather than concentrating in a single domain, in order to handle a wide variety of incoming issues. • Knowledge Contribution & Mentoring: Identify recurring tickets that are candidates for permanent deflection, write knowledge-base articles and self-help content, and keep existing documentation accurate and useful. Share efficient ticket-handling techniques with newer team members. • On-Call: Participate in a 24×7 emergency rotation, ensuring critical customer issues are addressed promptly. Required Skills & Experience Technical & Problem-Solving • Strong technical troubleshooting skills, with proven ability to trace customer-reported symptoms to root cause across complex systems and to learn and master the Alianza product portfolio. • Proficiency managing a ticket queue autonomously, balancing volume with effective prioritisation across competing demands. • Ability to work independently and multitask effectively in a dynamic, interrupt-driven, high-pressure environment. Communication & Customer Service • Outstanding written and verbal communication skills, including the ability to professionally, clearly, and quickly articulate problems and…