About BitTitan

BitTitan empowers IT professionals to properly assess, deploy, and manage technology solutions in a cloud-first world. We have successfully delivered IT software solutions to more than 6.5 million end users across 31,000 customers in 155 countries. We have offices in the Seattle area and in Singapore, plus remote employees in dozens of countries. We share a global commitment to providing our customers with agile tools that meet the needs of active managed services providers. Our mission is to build a platform where businesses discover, implement, and manage a vast collection of IT services through automation. We are empowering our customers to be more profitable in the cloud era.

Here’s why you should work for BitTitan

Bring your experience, your talent, and your creative energy and meet a diverse group of people who work together and build software that aims for the cloud. We have a unique culture that encourages hard work and a layer of fun that keeps us in balance. Join the team that makes a positive impact on the future of IT services automation…you’re going to love it.

We are looking for a Customer Success Engineer, L2 to join our Singapore office!

 

Duties and Responsibilities (other duties may be assigned) 

  • Generate email support, explanations and outbound phone support to resolve customer issues and maintain customer satisfaction 
  • Provide messaging platform administration support via email and outbound phone support to resolve customer issues  
  • Respond to customers via ticketing and chat system while adhering to SLA requirements
  • Provide messaging platform administration support to assist customers with migrations  
  • Address and answer customer questions regarding product capabilities 
  • Identify and resolve issues as related to data (email, document, contacts, and calendar) migration 
  • Document policies and procedures into a knowledge base (KB) environment 
  • Provide internal escalation support on client issues 
  • Analyze and diagnose migration performance issues 
  • Utilize diagnostic and troubleshooting tools 

 

Experience/Skills Requirements 

  • 2+ years of relevant experience in the IT industry 
  • Expert knowledge of email/networking protocols (e.g.: SMTP, EWS, NRPC, IMAP, DNS, and RFCs) 
  • Experience in system administration, implementing troubleshooting or debugging tools 
  • Knowledge of email and collaboration platforms (e.g.: Office 365, Exchange, G-suite, Lotus Notes, GroupWise, Zimbra, etc) 
  • Solid track record of troubleshooting and resolving complex technical issues 
  • Skilled in working with difficult situations and/or people to recognize issues and solve problems 
  • Respects confidentiality of all information related to customers' Personally identifiable information (PII) 

 

Preferred 

  • Minimum two years' experience in system (Messaging) administration  
  • Experience with Exchange Administration (any email or collaboration platform) 
  • Experience using PowerShell for automation, implementation and data extraction 
  • Microsoft Exchange, Google, OneDrive for Business, SharePoint, Domino / Lotus Notes migration experience a plus 
  • Knowledge of Microsoft Exchange 2003, 2007, 2010, 2013, 2016, & Office 365 (Exchange Online) strongly preferred 
  • Ability to pro-actively identify ways to enhance or improve programs, processes, and systems. 
  • Ability to work independently or collaborate in a team environment 
  • Knowledge of Directory services (DirSync, AADSync, Active Directory / domains) 
  • Microsoft technical certifications, including the MCSE, MCSA, and prior MCITP certifications with Exchange emphasis 
  • Able to manage projects, provide post-sales support and meet reasonable deadlines 

 

Education 

  • Bachelor/Master’s degree in computer science or engineering preferred 

 

Language Skills 

  • Must be able to read and communicate effectively in English 

 

BitTitan is an Equal Opportunity Employer

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