Technical Support Engineer

Technical Support Engineer

The Technical Support Engineer will report to the Vice President of Customer Success and will focus primarily as a first responder to all inbound support desk tickets.  You will also assist with Customer Success and Sales Engineering.

Responsibilities

·         Primary Role:  Technical Support for ScreenMeet Customers

o    Provide first line response and resolution to customer questions and issues through skillfully managing customer problems (debugging, troubleshooting, and ensuring issues are fully resolved).

o    In a troubleshooting capacity, apply browser dev tools for HTTP monitoring and error detection, use network tools like ping, tracert, and Wireshark, and employ logging tools such as Kibana and Windows Event Viewer.

o    Assist customers during onboarding process with training and troubleshooting; provide feature explanations and best practices. 

o    Research, document, and prioritize customer issues, leveraging tools and escalating to internal teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.

o    Demonstrate exceptional analytical, troubleshooting, and problem-solving expertise.

o    Manage customer expectations and the customer experience to maximize customer satisfaction.

o    Become an expert in the features and functionality of the product and how it integrates with partner tools.

o    Stay current on product releases, assist in QA testing when called upon, and assist in preparation of release notes.

o    Participate in team operational activities including team meetings, responsiveness to various asks, collaboration on cases through Slack, etc.

o    Create and curate knowledge content and assist in keeping product documentation current (product documentation, knowledge base, video training)

o    Participate in off hour coverage of support desk.

·         Secondary Role:  Customer Success Support

o    Monitor account activity for trends that may impact health.

o    Create customer facing usage reports to send on a regular basis.

o    Assist support in creating tools and processes that drive to increased retention.

·         Secondary Role:  Customer Demonstrations

o    Provide product demonstrations to prospects for expansion and / or new customers when called upon (when Sales Engineer is too busy, smaller opportunities, upsell, etc.)

Credentials

• Associates or Bachelor's degree in Computer Science or a related field.
• Minimum of 5 years of experience in a technical support role.
• Experience with browser development tools.
• Experience with networking tools (ping, tracert, and Wireshark) and event viewer logs.
• Familiar with logging tools such as Kibana.
• Experience with Salesforce, ServiceNow, or other leading CRM cloud solutions.
• Experience with Remote Support applications such as Bomgar, LogMeIn, or TeamViewer.
• Excellent written and verbal communication skills.
• Experience with ticketing systems such as Jira.
• Ability to adapt to high paced environment with shifting priorities.
• Ability to multitask and perform effectively through strong time management skills.
• Experience working with and troubleshooting within a variety of internet browsers - Chrome, Safari, etc.
• Understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
• Experience with reading/writing HTML, APEX, JavaScript and CSS.
• Beneficial but not required: CompTIA A+, Network+, Security+ certifications (or equivalent)

Logistics

• 100% remote.
• Time zones:  All, preference to Eastern Time Zone.
• Willing to work outside normal hours periodically as part of rotating coverage of support desk.
• Willing to travel for periodic meetings and events.

Salary

This position offers an $85,000 - $100,000 potential On Target Earnings per year, based on experience and achievement.

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