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Customer Support Engineer

This position is for a Customer Support Engineer to engage in resolving advanced customer support issues related to proprietary software products.  This position is customer facing with the technical insight to work your way around a Linux environment. 
 

RESPONSIBILITIES
 

  • Provide technical support and deliver solutions to both technical and non-technical end users (Internal/External Stakeholders).
  • Interact directly with customers through phone, emails, chat system or in person.
  • Act as the technical escalation resource for the customers and find technical solutions through collaboration with the various stakeholders.
  • Learn and support proprietary software backend and functionality along with log files and structures.
  • Act as a technical resource in New Site Installs by providing technical guidance for the installation team and customers.
  • Assist in the Creation/Building/Maintenance of internal/external knowledgebase (Confluence/Salesforce, etc.).
  • Participate in continuous improvement and collaborate with Product Management, Quality Assurance and Engineering on product defects, enhancements, and workarounds.
  • Pro-actively monitor, resolve and report system issues to manager.
  • Manage post incident root cause analysis that are shared with internal and external stakeholders.
  • Any other taskā€¦.

QUALIFICATION REQUIREMENTS:
 

  • BS in Computer Science, Software Engineering or 4-5 years of equivalent experience.
  • 5+ years in a similar role.
  • Mid to expert level production Linux system administration (CentOS).
  • Intermediate SQL skills for creation of reports and analysis from large databases.
  • Network/VLAN configuration and troubleshooting.
  • Experience of web applications / systems design and frameworks.
  • Excellent written and verbal communication skills.
  • Proficient in analyzing and solving technical problems.
  • Strong analytical skills.
  • Flexible schedule.
  • Travel up to 10%.

PREFERRED:

  • Knowledge of CRM systems, ideally Salesforce.
  • Experience improving support processes and efficiencies.
  • Experience with hardware monitoring systems.
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