Sr. Tech Support Engineer (closed)· Campbell, CA
Sr. Tech Support Engineer (closed)
Campbell, CA
$35-40 hourly compensation
Recruiter Comment: Tech Support role open in Southbay, contract to hire opportunity. Basic knowledge of Java required.
Job Description
As a Senior Technical Support Engineer, you will provide technical support to key accounts, enterprises, and developers on our client’s products and services. You will develop deep and lasting relationships with customers and be an advocate and voice for customers. You will partner with Engineering and Customer Success to assist with customer deployments of our client’s products. You will also provide developer technical support on how to use our APIs, debug problems, and write documentation and code samples to assist developers to build their applications.
Responsibilities
- Drive enterprise customer satisfaction aggressively
- Resolve complex technical issues through diligent research, reproduction, and troubleshooting
- Provide consulting services for and support implementations of the client’s APIs to help developers create successful applications
- Work with sales and Customer Success as a key technical advisor to provide technical consulting and expertise in support of pilots, large scale enterprise implementations, and upgrades
· Provide hands-on technical implementation and guidance for enterprise products, including working on customer applications, authoring documentation and code samples, and performing system configuration
- Think and act “out of the box” to find ways to deliver better customer service and create customer value.
- Team with engineering and product management to help prioritize issues and deliver solutions
- Participate in cross-functional meetings as a representative for support and an advocate for enterprise customers
- Maintain and track detailed records for all customer interactions in our corporate CRM system (Salesforce.com)
- Author knowledgebase articles for common issues
- Develop and document best practices for support process improvements
- Be a technical resource to train/mentor other support engineers
- Occasional after hours/on-call work may be required
Desired Skills & Experience
- BS in Computer Science or equivalent required
- 7+ years of technical support experience, ideally supporting large enterprises, service providers, and/or government accounts
· 1+ years of software development experience
- Extensive experience troubleshooting Microsoft Windows (MCSE/MCP)
- Strong knowledge in TCP/IP and networking protocols
- Strong knowledge of directory services such as AD and LDAP
- Knowledge of load balancers, firewalls, proxy servers, VMware, SSL, mobile applications, and SaaS
- Hands-on experience troubleshooting network-related issues including capturing and analyzing network traces
· Experience working with REST API, SOAP, and Web Services
· Experience/exposure to working and debugging with Java (C++, .NET, and PHP a plus)
- Knowledge of web technologies such as HTTP, HTML, XML and JSON a plus
- Familiarity with Salesforce.com and JIRA a plus
- Outstanding account management, follow-through and problem solving skills, resourceful, and detail oriented
- Friendly, outgoing, personable with strong communication skills, both verbal and written
- Must be a good listener, creative, intuitive, resourceful and able to resolve problems in a fast-paced environment
- Independent, self-start, and team player
