Technical Support Engineer
Imagine Communications
full-time
Posted on:
Location Type: Remote
Location: Colorado • Minnesota • United States
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About the role
- Provide Tier 2 technical support to existing customers of Imagine Communications
- Resolve or escalate customer issues using technical ability and knowledge
- Troubleshoot, analyze, debug, and resolve client-reported issues on mission-critical complex solutions
- Provide training or instruction to clients
- Work closely with a professional team of support engineers
- Document support cases with troubleshooting details and resolution information
- Work with customers to capture traces, gather screenshots and user shadow sessions
- Provide frequent progress updates to clients on defects and open support requests
- Independently follow up on backlog and ensure aged cases are updated
- Clearly escalate issues to the appropriate functional group
- Use internal knowledge base to assist with troubleshooting
Requirements
- 2-5 years of experience in a client-facing technical role providing client-facing technical/engineering support in a software or cloud environment
- Technical degree or equivalent work experience
- Prior experience with case management systems (Salesforce preferred) and bug ticketing and tracking systems (JIRA preferred)
- Experience creating knowledge articles that include resolution details and steps for internal and external use
- Experience utilizing email, case management systems, conferencing tools, and phone calls to interact and troubleshoot issues with customers and internal resources
- SQL or Oracle database experience, and ability to write queries using SQL Developer and/or SQL Plus
- Demonstrated ability to follow logical problem-solving steps in technical environment
- Experience supporting a client-server-based application
- Excellent written and verbal communication skills
- Proficiency using MS office products
- Willingness to work 8-hour shifts from 6am – 6pm MST (typically 8am-5pm or 9am-6pm)
Benefits
- Generous Medical, Dental, Vision and Life Insurance package
- HSA and 401(k) options with company matching
- Travel insurance coverage
- Access to EAP and Wellness programs, including LifeSpeak and Vitality
- Paid volunteer opportunities in the community
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingdebuggingSQLOraclecase management systemsbug ticketing systemsclient-server application supportknowledge article creationproblem-solving
Soft Skills
communicationcustomer serviceteam collaborationindependencefollow-upinstructiondocumentationescalationanalytical thinkingtime management
Certifications
technical degree