Technical Support Engineer

Who you are

• Bachelor’s degree preferred in a related technical field
• 5 years in enterprise software customer support and/or IT related support
• Proficient knowledge of Windows based Desktop and Server OS
• Proficient knowledge of Mac OS (preferred)
• Strong dedication to customer care
• Strong team interaction skills
• Excellent verbal and written communication skills, in person, by telephone, and with large teams
• Ability to understand and analyze customer technical needs
• Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams
• Active Directory
• Group policy
• Networking/Layers
• Windows Server
• Anti-virus/Firewall rules/policy
• Virtualization
• Customer service
• Azure
• Secure machine to machine communication
• Security software
• SQL
• Windows Server administration
• Windows 10/11
• Mac OS (Catalina and higher)
• Command line
• Scripting (optional)
• Windows account administration
• Team interaction skills
• Organized
• SaaS
• Microsoft office

What the job involves

• Manage customer communication and expectations
• Provide phone, email, and chat support to assigned accounts
• Provide troubleshooting and debugging of customer problems
• Act as the customer liaison to Engineering, Sales, and Field Engineer teams
• Transition product issues to Tier 3 Support, Engineering, and product enhancements to Product Management, tracking status to the customer regularly
• Escalate critical issues and roadblocks to the Technical Support Manager
• Be a part of the on-call rotation for the assigned product team