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.