Senior Technical Support Engineer

Senior Technical Support Engineer Job Description Template

Our company is looking for a Senior Technical Support Engineer to join our team.

Responsibilities:

  • Provide feedback and recommendations to improve internal processes used by the Care team and those teams with which Care interacts;
  • Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature;
  • Alert team members of trending issues and share new-found knowledge as applicable;
  • Using My Support, with regular updates, accurately document details of issues, steps taken, follow up conversations, escalations, and resolution;
  • Acts as a technical expert and provides support on a world-wide basis;
  • Submits complete and correct bug reports in area of expertise. Advocate for customers in engineering roadmap planning;
  • Become a product expert for customers and stay up-to-date on new features in Couchbase;
  • Participates in the creation and maintenance of knowledge database content;
  • Reproduce customer cases for detailed troubleshooting and analysis. This may include writing or modifying code or simulating node failure situations;
  • Using technical ability to resolve highly complex issues for enterprise solutions;
  • Experienced with media production environments such as television, film or post-production;
  • Develop and release technical memos, process service bulletins for the repair or upgrade of products, and training material on repairing products;
  • Acts as focal point for large account product problem resolution;
  • Ability to triage and work on incoming issues to bring them to quick resolution per our SLA utilizing strong troubleshooting skills;
  • Ability to travel, work afterhours and be part of an afterhours (on-call) rotation.

Requirements:

  • Ability to exercise judgment to determine appropriate solutions for customer’s technical issues;
  • Telephony: Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices;
  • 5+ years experience managing and troubleshooting Linux and Windows systems;
  • Familiarity with DNS, Active Directory Services and protocols like SMTP, SNMP, etc;
  • Promotes and solicits ideas within project team(s);
  • Prior Experience on REST API;
  • Ability to handle critical customer issues/problems;
  • Intermediate knowledge of hardware;
  • Demonstrated proficiency with the following Technical Skills;
  • Knowledge of TCP/IP networks;
  • Good verbal communication skills;
  • Understanding of Big data, Hadoop Ecosystem, MapR and Hive a big plus;
  • Experienced in resolving issues effecting customer satisfaction;
  • Working hours for this role varies depending on coverage. From Monday to Friday with starting time between 8:00 and 11:00 until 17:00 and 20:00;
  • Fundamental understanding of ITSM, ITIL, or CMDB.