Senior Technical Support Engineer

Bend, OR 97702

Post Date: 12/19/2017 Job ID: 5513666 Industry: Network Engineer

The Senior Technical Support Engineer is responsible for delivering quality 24 7 Technical Support to customers.

Responsibilities include:
  • Responding to customer-reported issues on a timely basis (meeting SLA targets)
  • Collecting and analyzing customer information to identify root cause of customer problems
  • Providing workarounds or solutions to customer problems.
  • Ensuring customer satisfaction with products and personnel
  • Escalating issues as needed to Support management for assistance from Engineering, Operations, Professional Services, QA, Sales, etc
  • Providing regular updates to customers during weekly calls
  • Contributing to Support and Operations community
  • Becoming familiar with new technologies, including product offerings as well as other tools needed for outstanding support
  • Monitoring scheduled Live events for customers as needed
  • Acting as a partner with customers and their vendors to jointly solve complex problems

Qualifications & Technical Skills:
  • The ideal candidate for our Senior Technical Support Engineer possesses:
  • 5+ years supporting customers (Tier 2 support)
  • Strong inter-personal, oral and written communication skills.
  • Demonstrated ability to communicate with user(s) on technical and non-technical issues
  • Recognized for a customer support attitude such as being responsive to customer requirements
  • Ability to multitask and prioritize between competing activities
  • Experience working with various internal groups such as Operations, Engineering, QA, and Sales to address customer issues
  • BS in Computer Science, Engineering, or equivalent
  • Demonstrated success with a range of areas such as:
  • Analyzing customer error logs to identify root cause of issues
  • Providing Windows 7/8 / MacOS support for installed clients, including software installation and removal, regedit, remote access (WebEx)Identifying potential network issues, including firewalls, proxies, constrained WAN bandwidth and latency, LDAP/AD/SAML, etc
  • Building and testing custom clients for customers
  • Querying mysql databases to analyze, report on historical data
  • Transcoding and distributing video content, including understanding of mpg/avi/flv video file formats and encoding
  • Using encoders such as Adobe FMLE or Wirecast for Live stream generation
  • Knowledge HLS, MPEG-Dash ad other streaming techniques a plus
  • Using basic CRM systems to manage cases
  • Using HTML and Javascript knowledge to troubleshoot IE issues with clients
  • Knowledge of browser development tools used for trouble shooting
  • Using knowledgebases to share information about known issues
  • Knowledge of basic Linux system administration understanding a plus
  • Knowledge of MacOS, iOS, and Android a plus

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