[Remote] Senior Support Engineer at Blackstone

The Senior Support Engineer will serve as a senior point of contact for customer inquiries, technical issues, and support requests, providing L1/L2 technical support and troubleshooting. They will diagnose and troubleshoot software and hardware issues, both independently and in collaboration with the development team, ensuring timely and effective solutions to complex customer problems. The role involves mentoring and guiding junior support engineers, documenting and tracking support tickets, issues, and resolutions in a CRM or support ticketing system, assisting customers with product installations, configurations, and updates, and offering training on product usage. Collaboration with cross-functional teams, including developers and QA engineers, is crucial for addressing and resolving customer issues, identifying trends in customer support requests, and working to improve product usability and customer experience. Staying current with product knowledge and updates to provide accurate and helpful assistance is also a key responsibility.