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Technical Support Engineer

Blog: iDatix Blog

Accountable for the daily technical support and upgrades of our software products.


  • Provide exceptional customer service and issue resolution.
  • Assist customers with product issues, configuration, integration, and general product usage.
  • Be an active listener who can show empathy and patience in a non-scripted environment.
  • Communicate information to a variety of non-technical and technical personnel.
  • Work in a fast paced, high volume, changing environment.
  • Learn and strive to gain new knowledge about product and service change.
  • Collaborate with internal teams regarding customer implementations, upgrades, and ticket escalations.
  • Be accountable for all assigned work and ensure continued visibility at all times.
  • Works with project teams and stakeholders to ensure that all activities associated with an assigned project have established proper ownership, responsibility and accountability for work efforts.
  • Collaborates with QA, Development, Professional Services, and Support teams to create and evaluate recommendations to improve process design.
  • Document all stages of the customer engagement in a timely and proactive manner.
  • Coordinate and participate in customer escalations as the lead DocuPhase representative.
  • Participates in cross-functional problem solving process improvement efforts to understand, document, and improve current processes that drive effectiveness and efficiency.
  • Conduct training sessions as needed in the areas of Process Analysis, Troubleshooting, and Product functionality.


  • Paid Vacation
  • Paid Holidays
  • Health Insurance
  • Dental Insurance

Want to join our team?

The post Technical Support Engineer appeared first on DocuPhase.

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