Description Summary: We are seeking a Technical Support Engineer with software development and deployment experience who will help users with technical issues related to our systems and will ensure that any technical issues customers experience will be addressed effectively. The ideal candidate is interested in direct customer interaction and using technical knowledge to help resolve complex issues for customers. This person will liaise with the company’s technical teams to enhance the communication between the support specialists, the development and dev ops teams and the customer. Using demonstrated proficiency in communication, support and skills in SQL, C#/.net core, SQL Server, Angular, Microsoft Azure, Kubernetes, microservices, python, powershell, data analysis, and system integration solutions to execute the essential duties of this role. This role involves working closely with stakeholders to understand their requirements and translating these into actionable technical specifications.
Essential Duties:
The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.
- Troubleshoot technical customer issues, walking users through steps to resolve issues over the phone, in person or via chat. This may involve diagnosing and troubleshooting network problems, software faults or hardware complications.
- Effectively communicate with customers to ensure that the scope of issues is clearly understood.
- Monitor software systems, including configuring software and applications.
- Collect appropriate error logs, identify work arounds for end users, and create thorough documentation for development and QA for reference in solving customer issues on-going.
- Generate support tickets to document interactions and follow up with clients to ensure their IT systems are fully functional
- Escalate unresolved issues to appropriate internal teams, such as software developers.
- Assist the team as needed to engineer a solution using technology that meets customer’s objectives.
- Conduct testing and validation of new systems if needed to ensure they meet the specified customer requirements
- Other duties as assigned.
Education/Training/Experience:
- A minimum of 5 years of experience in a directly related position
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proficiency in SQL, C#/.net core, SQL Server, Angular, Microsoft Azure, Kubernetes, microservices, python, powershell, data analysis, and system integration solutions.
- Must have knowledge of a variety of computer software applications in word processing, spreadsheets, and presentation software (MSWord, MS Excel).
- Specific certifications and training added to the global experience of this profession are welcomed and desired.
- Previous experience with Customer Support is preferred.
- Must be able to build and maintain positive business relationships with co-workers and other business contacts.
Physical Requirements:
- Ability to sit and/or stand for extended periods.
- Ability to perform work on a computer for extended periods.
- Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
- Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
- Ability to bend and lift up to 25 lbs.