Prioritize customer experience while working towards issue resolution on support requests escalated to Tier 2.
Partner with our Product Support, Clinical Success and Engineering teams to create successful outcomes for our customers.
Engage directly with our customers and their technical personnel to resolve technical issues.
Ensure continuous adherence to SLAs and provide timely written and verbal communications.
Serve as an escalation point for our Tier 1 Product Support team.
Quickly diagnose and resolve technical issues that are assigned to the Tier 2 queue.
Collaborate with Tier 1 teams members throughout the support request lifecycle.
Manage communication between internal and external stakeholders for a given support request.
Ensure any matters escalated beyond Tier 2 are progressing with the appropriate stakeholders.
Monitor network performance using established tools and report issues to the senior team.
Assist with basic network assessments and documentation of the customer environment.
Assist with the creation, organization, and maintenance of comprehensive documentation related to deployment processes, customer configurations, and troubleshooting procedures.

Bachelor’s degree in Computer Science, Information Technology, or a related field.
+2 years of experience in a technical support, service delivery or field engineer role.
Basic familiarity with provisioning and deploying hardware within a network.
Familiarity with command-line interfaces (Linux/MacOS preferred) and basic scripting concepts (Python, Bash).
Familiarity with typical operating systems (MacOS, iOS, etc.), common software applications, and basic hardware troubleshooting.
Basic understanding of network infrastructure concepts (routers, switches, firewalls) and network monitoring tools (e.g., ability to read logs or reports).
Eager to learn, with strong problem-solving abilities and attention to detail.
Strong verbal and written communication skills and the ability to work effectively in a team environment.
Willingness to travel as required to meet customer needs (estimated 10-25%).

Technical Operations Engineer

Key skills