Windows Integration Engineer
NCR Corporation
CloudDNSJavaScriptMySQLPythonSQL
Technical Support Engineer II
Launch Mobility, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudDNSJavaScriptPythonSDLCSQLTCP/IP
About the role
- Serve as first contact for SaaS product customers, receiving and triaging requests
- Provide on-time technical support to help customers find solutions to issues
- Guide customers to navigate system challenges to create the best technical support experience and improve client loyalty
- Research, diagnose, troubleshoot, and resolve customer issues/tickets
- Provide remote support to clients and escalate when necessary
- Use service desk systems and project management tools to manage tickets and documentation
- Collaborate with internal teams and stakeholders to resolve issues
- Maintain documentation and knowledge base entries
- Follow software development lifecycle (SDLC) and Agile methodologies in workflows
- Participate in continuous learning and professional development
Requirements
- 3-4 years of experience as a Technical Support Engineer II or III for a software product
- Preferred: Computer Science, Engineering degree or related
- Experience working with a SaaS product company with different systems, software, and hardware
- Experience triaging needs, tickets, or client requests
- Experience doing research, diagnosing, troubleshooting, and resolving customer issues/tickets
- Experience providing remote support to clients
- Experience working with any service desk support system such as HubSpot, Zendesk, Zoho, Confluence, or similar
- Familiarity with cloud apps and services
- Basic understanding and scripting of tech stacks such as SQL, Python, and JavaScript
- Experience working with any project management tool such as Jira, Trello, ClickUp, or similar
- Understanding of the software development process and lifecycle (SDLC)
- Understanding of Agile Methodologies
- Nice to have: General network understanding, including troubleshooting various scenarios and network systems using common protocols such as TCP/IP, NTP, DNS, DHCP
- Soft Skill: Problem Solving-Analytical thinking
- Soft Skill: Customer focus oriented
- Soft Skill: Effective communication (Verbal and non-verbal)
- Soft Skill: Self Management and organizational
- Soft Skill: Adaptability and flexibility
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