Provide world-class technical support for partners and end customers via inbound telephone, online helpdesk, and live chat cases
Manage a high work volume with time-bound constraints
Analyze problems and identify solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations
Ensure escalations and handoffs are efficient by documenting cases clearly and completely
Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution
Develop subject matter expertise and train/mentor others
Use troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer’s problem

Minimum 2 years’ experience in a call center-type environment with an excellent customer service background
Secondary language skill: Portuguese with English
A Must!
Knowledge of network routing and switching protocols
Experience configuring PCs, installing various operating systems and software applications
Experience configuring switches, routers, and other network-related components
Ability to resolve issues and troubleshoot in an unscripted manner
Excellent communication and interpersonal skills
Self-motivated and energetic with a positive approach to problem solving
Eye for details with good time management skills
must be able to handle multiple issues in an organized manner

Inspire you to grow and develop through employer-offered training as well as tuition reimbursement
Take care of more than just the ‘work you’, but rather the ‘whole you’ through our health, dental, vision, and fitness/health and wellness programs
Support parents and children through paid parental leave and help alleviate costs through a dependent care reimbursement account
Encourage work/life balance with generous vacation benefit, plus a 3-week sabbatical on your 5-year anniversary (and every 5 years after!)
Help prepare for your life after retirement through our 401(k) program and employer matching

Technical Services Engineer, Bilingual – Portuguese, English

Key skills