Senior Technical Support Engineer

Job Description

#LI-NR1

Senior Technical Support Engineer

If you want to accelerate your learning and career growth in a forward-looking company, stop thinking about doing the same thing repeatedly. Instead, think about the impact you could be having above and beyond your current role.

Who are we looking for

If you re interested in being part of an amazing team that is a customer satisfaction leader and is working towards being one of the top global software support organizations, here s where you d be able to make a difference:

Help drive global knowledge around supporting the product and become the single source of product related escalations within customer support for the region

Work with our front line Customer Support Engineers to let them help our customers understand the true potential to the software through ensuring that their answers are provided both timely and accurately

Solve problems in an effective and measured manner. You ll be working primarily with technical teams focused on technical solutions, so the ability to build a trust relationship with experienced resources is critical.

Assist with issue triage, product expertise, and guidance to resolve customer reported defects and questions. You will perform advanced troubleshooting, log analysis, and interact with customers to reach solutions and answers to various inquiries.

Contribute to a detailed and comprehensive knowledge base that our clients and internal consumers can use to solve their own challenges without needing to get a hold of you.

Sustain our 97% customer satisfaction rating by providing phenomenal, personalized support with our great customers

Elevate the typical support analyst role to a complex technical software opportunity.

We need a customer focused individual with an enthusiasm for technology and social media and who loves engaging with people. We re looking for someone who gets a kick out of helping their colleagues as well as solving problems for customers. There ll be plenty of opportunities to learn about our products and develop your career in a technical or customer-centric direction.

As part of a global 24/7 support team, occasional rotation within an on-call system for specific weeks or weekends may be required, so please be aware of this prior to ing.

Desired Qualities & Skills

The Senior Technical Support Engineer role is experienced technically and is responsible for making the rest of the team more effective. In today s ever-changing social landscape, we need someone who s up-to-date on the latest and greatest web tools and platforms. To do so, we use Web 2.0 architecture, HTML, CSS, JavaScript, relational databases and networking in our day to day lives. This means a proficiency with programming, script languages, and relational databases is definitely experience that s helpful to succeed. If your background includes a strong social web interest, that s a serious plus!

Technical

3 years of experience in customer and/or technical support roles, ideally analyzing and supporting web applications

3 years of experience working with customers, managing relationships and setting customer expectations

Excellent written and spoken communication skills

Previous demonstrated experience in one or more of the following technical domains

Web 2.0 architecture and solutions

HTML, CSS, DHTML, JavaScript

Relational databases (Oracle, MySQL)

REST API

Expertise in supporting complex Enterprise software solutions (ERP, CRM, etc) instead of more typical technical support. We don t follow a script here and expect our analysts to make judgement calls.

Able to communicate effectively between teams and individuals of varying technical expertise

Familiar with the latest trends in social channels (forums, Facebook, Twitter, etc.)

Able to multi-task effectively while working on customer issues

Bachelor s Degree in Computer Science, Information Technology, Management or related field

Technical or support certifications such as HDI, ITIL, MCSA: SQL or Oracle SQL Expert

Keyskills :
log analysiswindowsoracle sqltroubleshootingsoftware solutionssocial webcustomer focusnetworkingsoftware supportknowledge basecomputer scienceweb toolssocial mediacustomer supportenterprise softwareoperating systemssupport engineerstechni