Application Engineer Tier III

Seattle, WA

Post Date: 10/23/2017 Job ID: 5497761 Industry: Technical Supporter

Application Engineer Tier III

Direct Hire

Seattle, WA

No H1B candidates please

Our client is seeking experienced problem solvers to join their support team in meeting the growing needs of their customers. If you have a track record of complex troubleshooting in a dynamic environment and are interested in new challenges supporting end users, please read on.As an Application Support Engineer III, you are part of the front-line team working with their broad set of customers. As part of this global team, they will rely on you to represent the company through responsive, thoughtful problem-solving to maintain strong relationships. This means demonstrating excellent professional communication skills, applying deductive approaches to troubleshoot issues and documenting solutions for continuous improvement. In this team-based environment, you will be in the heart of the action with opportunities to learn from others, grow your skills and accelerate your career.

About Our Client

They believe that video can have a transformative effect on learning. So they built a video platform that helps businesses and universities improve the way that they train, teach, and share knowledge. Since their founding in 2007, they ve been a pioneer in video capture software, video content management systems, and inside-video search technology. They ve been recognized by Deloitte as one of the fastest growing technology companies in North America, and by Gartner as a Leader in video content management. Today, more than 5 million end users depend on their software, and they have over 100 employees spread across our offices in Seattle, Pittsburgh, London, Hong Kong, Beijing, and Sydney.If you are interested in working with other down-to-earth, smart people who love to roll up their sleeves and get stuff done in the face of big, exciting challenges, then we want to talk.

They expect a lot and so should you

: Opportunity to learn and stretch your capabilities

Market-competitive total compensation

Employee stock options

Employer-paid health benefits

Paid time-off and holidays

An award-winning work environment

Primary Responsibilities of the Role:

Be an ambassador, positively represent client and develop goodwill in all customer interactions ranging from staff to high-level decision-makers

Approach users with a can-do attitude, efficient approach and dependable follow-through

Diagnose nuanced performance issues spanning multiple software components

Replicate, describe, and troubleshoot complex bugs and product issues and capture actions taken in our ticketing system

Prioritize support tickets and exercise individual judgment based on issue severity

Manage the ticket escalation process and work closely with engineering team in reporting and tracking software bug resolution

Help them build their knowledge base by actively updating and adding to product documentation, FAQ s and support materials

Be a role model for other levels of support engineers and find opportunities to improve timelines and efficiency

Be ready and willing to step up where needed to provide superior customer service

Desired Experience and Skills

Expert troubleshooting and problem-solving skills in a professional environment

Ability to collaborate and work effectively in a team

Ability to excel in a fast-paced environment, embrace change, and show good judgment

Track record of professional and effective verbal and written communication skills with customers and end users Experience in one or many areas such as online technologies, online services, software coding/testing, video production or editing, or similar web or video application tools

Bachelor Degree or equivalent experience

Bonus points:

Demonstrated knowledge of Windows/Mac OS/browser, hardware, Windows server 2008/2012, IIS, Windows Media Services, and Microsoft SQL 2008/2016, networking, web applications troubleshooting

Working knowledge of how to use perfmon, Fiddler, Wireshark, or similar diagnostic tools

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