Senior Technical Support Engineer

Role Overview

• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
• Meeting or exceeding customer expectations on response quality, timeliness and overall customer experience
• Acting as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging support requests
• Providing technical support across multiple products, ensuring efficient troubleshooting, identification of root cause and issue resolution
• Where assigned products are not within their core expertise, work within established product runbooks and escalate to the on-call Product SME as required
• Managing and responding to phone support and alerts, escalating cases as needed
• Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions
• Reproducing customer problems internally, to enable the development and testing of a resolution
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
• Collecting information and documenting bugs with Engineering or Training/Documentation for product/service issues that are impacting customers
• Actively prioritizing tasks/workload with self-discipline and good timekeeping
• Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction
• Participation in escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible. Showing empathy for the customer's situation and listening with the intent to understand the situation clearly
• Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches

Requirements

• Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience
• Excellent Communication
• both verbal and written; support is conducted via web-based ticketing system, web conferencing and phone
• Excellent troubleshooting skills
• Demonstrable collaboration and teamwork skills
• Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model
• Ability to be a good listener; identifying key information in order to reproduce a customer’s problem remotely
• Strong background of working on Linux, Unix & Windows Enterprise Server OS, with mixed skills around administration and troubleshooting
• Solid understanding of the technical fundamentals of the Internet
• you should have a solid knowledge of protocols such as HTTP, SSL and IPv4/v6
• Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS)
• Experience of virtualization in an enterprise environment
• Cloud-based platform services
• AWS, Azure, Google Cloud Platform

Tech Stack

• Apache
• AWS
• Azure
• Cloud
• Google Cloud Platform
• Java
• Linux
• Unix

Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)