Senior Technical Support Engineer
Senior Technical Support Engineer
Senior Technical Support Engineer
Roku, Inc.
Roku, a leading TV streaming platform, is seeking a Senior Technical Support Engineer to join their dynamic IT team. The role involves providing enterprise-level support, troubleshooting various technical issues, and improving processes to enhance service delivery.
Qualification
- Strong problem-solving skills
- Experience with ticketing systems and remote support tools
- Familiarity with enterprise applications
- Ability to communicate clearly and timely with stakeholders
- Experience in a technical support role
Responsibility
- Diagnose and troubleshoot software, hardware, and network issues across diverse platforms
- Perform root-cause analysis and guide employees through resolution steps
- Triage and prioritize incoming requests while maintaining SLAs
- Document fixes and create knowledge base articles
- Recommend process improvements to reduce repeat issues
- Participate in on-call rotations and monitor system health
- Proactively address emerging problems
