Support Engineer

• The Technical Support Engineer will play an integral role in the success of the Rave Services team as the expert in troubleshooting and guidance of all Rave products.
• The successful candidate should have a track record of working directly with a wide spectrum of customers while resolving complex issues in a fast-paced environment.
• Primary responsibilities include, but are not limited to:
• The ability to learn and support multiple products in a fast paced environment while continuing to expand upon your product knowledge.
• Basic to complex troubleshooting of Rave’s suite of notification software products.
• Responding to support requests (support tickets) for assistance in a timely and professional manner via email, screen sharing and phone.
• Troubleshooting a broad range of technical issues on Rave’s SaaS platforms.
• Managing time and expectations appropriately to meet multiple conflicting deadlines.
• Ability to reprioritize support tickets on the fly.
• Conducting training on various Rave Products and Services.
• Participation in on-call rotation.
• Act as liaison between the customer and internal Rave escalation teams.
• Constantly drive improvements in process and policy across Rave.

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