Technical Support Engineer

Required skills

• 1+ years of experience as a Technical Support Engineer;
• Linux (RHEL, CentOS, Debian) experience;
• Prior experience with SQL (MySQL, SQL Server, etc.);
• Ability to communicate clearly in English, verbally and written;
• Prior support or customer facing experience;
• Strong troubleshooting skills;
• Prior experience with software, saas, cloud based services, networking, and computers in general;
• Familiarity with database concepts;
• Ability to wear many different hats based on need/circumstance;
• Ability to work under pressure;
• Self starter, can take initiative;
• Strong time management skills (ability to juggle many on-going items);
• Keenly motivated, driven, a team-player, and never too shy to take on a challenge.

As a plus

• AWS and/or Azure experience;
• Windows Server experience;
• Command line experience (bash, Powershell, etc.);
• Familiarity with HTML, PHP, Python;
• Familiarity with BI Tools like Tableau, Qlik, etc.;
• Familiarity with Docker.

Responsibilities

• Be a superhero and save the day!;
• Provide front-line support to customers;
• Provide end-user training (in-person and remote);
• Serve as the liaison between clients and internal teams (product, development, qa, etc.);
• Represent the customer and real-world issues on product life-cycle teams;
• Work with Solution Architects and Sales Engineers out in the field;
• Report on customer health to Account Managers;
• Serve as the de-facto System Admin for our hosted customers;
• Make on-site visits for critical support/solution work when necessary;
• Take responsibility over processed tickets.

Project description

As a Solutions Engineer, you will be the superhero we need to solving challenging, highly technical problems that face our clients and front-line colleagues. To solve these issues, you must be proactive, have a knack for troubleshooting a variety of problems (application, OS, network, databases, security, etc.), identifying root cause/s, and finding the ultimate solution or workaround.

You will also be escalating issues and submitting enhancement requests on behalf of clients to the developers, serving as the gateway between the client-base and the development team. This requires being able to see the forest between the trees. This also requires being able to understand and translate technical jargon to business users and relay real-world expectations and problems back to the development team. You are the point of interaction between client and company, and the insight you glean from this relationship will be invaluable in ensuring client and company success.