Senior Technical Support Engineer

Job Description Summary

Do you thrive in a startup vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you! We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential. This business unit is unique, and we certainly aren’t afraid to stand out from the crowd and tackle the bigger competitors.

As a Senior Technical Support Engineer, you will focus on in-depth problem analysis of the company's products and its integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and resolve technical issues, while prioritizing and performing tasks with effective use of team resources and managing the quality of your own work.

Your goal is to deliver industry-leading technical support to customers via chat, email, or phone, resulting in high customer satisfaction and well-documented resolutions.

Role Overview

Now, let’s get to the details.

• Answer complex-level incoming customer support requests in a fast-paced environment.
• Assist customers with issues ranging from product training to troubleshooting.
• Mentor new hires, assist junior team members with any projects assigned, determine initiatives, and identify potential issues.
• Understand customer requirements and make recommendations based on best practices and ideal configurations. Proactively identify the best approach for retaining business based on the client’s situation and de-escalates potential escalations.
• Take ownership while working independently answering product questions and providing moderately complex technical support. Validate/identify potential bugs to be reported.
• Performance is primarily measured through CSAT Scores/customer feedback, Knowledge Center System usage, as well as schedule adherence, contributions to the team, mentorship to new engineers, and other Key Performance Indicators.
• Case Documentation: Follow department protocol regarding case management and record details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Descriptions, Internal Notes, etc. into the ticketing system accurately.
• Knowledge Center System - Work closely with contributors and auditors to collaborate on KCS assignments. You serve as the primary line of defense to safeguard the overall health of the knowledge base. You are responsible for publishing articles internally and externally after validating they are technically accurate and meet content guidelines. Additional responsibilities include: searching and reusing content when available and creating new knowledge articles when required, attaching content from multiple sources to cases as a resolution while ensuring the information referenced in the case is accurate and up to date and contributing to maintaining the information current across multiple platforms and content channels.

Your Superhero Uniform Includes

• Bachelor's Degree or equivalent experience preferred.
• 4 + years in a support role within the service industry.
• Expertise in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.
• Deep knowledge of the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
• Knowledge of Single Sign On (SSO) and server administration skills.
• The following skills are preferred:
  • Ability to setup and troubleshoot Storage Zone Controllers, SSO, and Load balancers with little guidance from documentation.
  • Strong Knowledge of Windows Server roles and features, IIS, AD, DNS and File Servers.
  • Strong knowledge of load balancing technologies (NetScaler preferred) and NAS devices.
  • Strong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).
  • Basic SQL Knowledge with the ability to use already created queries to gather data from the database.
  • Good command of workflow automation and ability to troubleshoot complex workflows
  • Knowledge in JavaScript, Python, and PHP, API calls.
  • Ability to analyze complex logs and Conditional Calculations.
  • Ability to create and use API calls using Postman or other tools.
• Strong knowledge of troubleshooting web application issues
• Strong knowledge about Security Certificates

Your Superhero Strengths Include

• Great verbal and written communication skills.
• Excellent skills to listen, assess, determine, and communicate corrective measures.
• English-speaking proficiency is required, bilingual skills a plus.
• Customer focused – Our goal is to deliver a world class customer experience in a fast paced, changing environment. What we do revolves around the customer!
• Ability to de-escalate customers in challenging circumstances.
• Uses critical thinking, troubleshooting and solving complex problems in a fast-paced, changing environment while also mentoring junior team members.
• Expertise in a data-driven, metrics-oriented environment.
• Works to achieve operational targets with significant impact on departmental results.
• Has a keen interest in Software-as-a-Service (SaaS).
• Has a Growth Mindset and is willing to help and mentor colleagues