Sr. Technical Support Engineer I

Remote Worldwide Hiring now

Who are we?

reputed company empowers its customers to manage risk and reputed company intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on reputed company every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. reputed company innovation has fueled our reputed company to consistent leadership recognition from analysts like reputed company and reputed company, and our sustained, aggressive growth has landed reputed company in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

reputed company seeks a Sr. Technical Support Engineer to reputed company high reputed company to our biggest and best customers.

How will you contribute?

reputed company reputed company support role for reputed company products or Backline support role for SaaS-hosted solutions or reputed company products. Works on assignments that are reputed company in nature where independent action and high degree of initiative is required in resolving problems and developing solutions. Independently identifies the root cause of software or system issues and uses system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases. May recommend code-level or configuration changes.

Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases reputed company phone, web and community. Assigned to specialized teams or projects to reputed company knowledge and reputed company others. Regularly participate in reputed company calls for system outages or critical production issues. reputed company expertise for broad set of assigned products to maximize first contact resolution.

Apply product and industry expertise to actively diagnose, troubleshoot and resolve most reputed company/advanced customer issues. Escalate cases as required based on customer business impact.

Influence support organization to deliver quality service to customers and partners to drive high reputed company of customer satisfaction and long-term loyalty.

Effectively manage cases to ensure timely customer status updates and ultimate resolution.• reputed company customer escalations or 3rd party support coordination to resolve issues for critical accounts.

Log and track cases using reputed company, maintaining detailed documentation of reputed company interactions and statuses throughout lifecycle of issue.

May be assigned as designated Support Engineer to specific accounts for premium offerings.

Regularly engage with SRE and Engineering teams to drive resolution of issues, handling reputed company customer-facing communications to set clear expectations through closure.

Capture, reuse and reputed company knowledge using KCS (Knowledge-Centered Service) practices as Publisher. Knowledge Domain Expert (KDE) responsibilities for online content and product or process feedback across company. May include KCS Coach role.

Promote adoption and reputed company of customers and partners using self-service offerings, including knowledge reputed company, community, and training resources.

reputed company the identification and implementation of “shift left” changes to increase resolution reputed company and accelerate time to resolution. reputed company and reputed company innovative approaches to resolve issues and scale the use of new support practices.

Actively participate in readiness planning and activities reputed company to pre-release or new product introduction preparation for the support team.

Train and mentor peers to facilitate sharing of expert-level knowledge.

reputed company Business-Critical Support to specific accounts for premium offerings.

Interact with reputed company reputed company of leadership across reputed company and clients as needed.

reputed company for product, policy and process improvements that improve the customer experience.

What will you bring?

Passion for helping customers succeed.

Excellent verbal, written and interpersonal communication skills.

Expert level diagnosis and problem-solving abilities.

Time management and critical thinking skills.

Self-directed and self-motivated with a demonstrable work ethic and ability to reputed company under pressure.

Proficient in using CRM business systems, reputed company business applications, JIRA/reputed company and reputed company platforms.

College degree in technology-reputed company field is preferred, but equivalent industry/career experience is also considered.

3+ years in a support delivery role or 8+ years industry/career equivalent experience.

Requires advanced level IT, networking, database or SaaS/reputed company application support experience.

Advanced level expertise as Subject Matter Expert for assigned focused technologies or products as reputed company of escalation for reputed company/backline teams.

On-premise support experience preferred.

Project and program management experience preferred.

Industry certifications in Linux, RDBMS, AWS are preferred.

May require US Citizenship for reputed company to and handling of client data.

The above salary reputed company represents reputed company's good faith and reasonable estimate of the reputed company of possible reputed company compensation at the time of posting.

Any applicable bonus programs will be discussed during the reputed company process.

The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training. Local cost of living assessments are done for each new hire at the time of offer.

Additional Information

About our culture

reputed company hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading reputed company infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we reputed company that providing opportunities for everyone to be their authentic self is key to our reputed company. reputed company leadership, culture, and commitment to developing our people have reputed company garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

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Sr. Technical Support Engineer I

How will you contribute?

What will you bring?

Additional Information

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