Description
We are looking for an experienced Tier-3 technical support engineer to join our NA support team. You will be expected to learn new products and technologies quickly and constantly; troubleshoot issues in demanding and complex development environments. You will be expected to manage customers’ escalated tickets, with a professional, can-do attitude, and help your teammates as necessary.
- *Essential Duties and Responsibilities:**
- *Description:**
- Provide technical troubleshooting for incoming escalated tickets from our customers, including extensive troubleshooting and root cause assessment, and resolve or provide a workaround in a timely manner using the SalesForce ticketing system
- Own and manage customer escalated tickets, from creation until resolution; proactively seek a solution/workaround by replicating the issue in your lab and communicating with engineering teams as necessary
- Provide technical solutions and act as escalation focal point to... internal teams with complex issues they are handling in their dealing with our customers and potential customers
- Conduct regular issue review meetings with key areas of development to ensure timely resolution for issues and communicate findings to customers
- Maintain communication with clients on the status of all open requests. All responses should be professional, complete, well-formatted, and consistent with prior communications
- Proactively seek to exceed customer expectations, leading to high customer satisfaction ratings
- Author and review online support materials (FAQ's, knowledge base articles); Provide in-depth internal training when needed
Requirements
Candidates are expected to have advanced skills/knowledge of the following technologies, along with the ability to quickly acquire new skills related to the role
- Bachelor of Science degree in Computer Science or an Engineering discipline
- 5+ years experience in technical support working with enterprise customers
- Excellent written and spoken communication skills – a must
- Experience working with, and troubleshooting issues on Windows OS; Linux – a plus
- Experience installing and configuring IIS, MS SQL Server, SSL certificates
- Common Networking/Internet Services (DHCP, DNS, Domain Registration, etc.)
- Experience working with Virtualization Technologies (Hyper-V / VMware / AWS)
- Knowledge of SCM, build management, and CI tools
- LDAP / SAML knowledge – a plus
- Strong Networking (Routing, Switching, Firewalls) - a plus
- Background in software development - a plus
Location: Remote - Anywhere
Skills required for this job:
- Engineering
- AWS
- Linux
- SQL Server
- .NET
- Communication
- SQL
- Software development
