Proscia

Support Engineer

• Monitor a service desk queue and respond or resolve within agreed upon SLAs
• Review feedback from customers, compiling and analyzing support data, and recommending technical changes as appropriate
• Coordinate cross-departmentally to ensure feature requests and bugs are properly communicated
• Debug customer issues by attempting to replicate in lab environment and gather necessary evidence to formulate a root cause hypothesis
• Perform customer upgrades and assist with basic provisioning
• Assist customers in implementing solutions to service requests
• Have complete ownership of client service requests thru resolution
• Provide proactive client communication to ensure client satisfaction
• Provide documentation of potential software defects
• Maintain on-going knowledge of Proscia’s application and client’s environments
• Contribute to internal knowledge base and share information about technical issues within your team
• Provide feedback on training materials and needs of the team
• Provide call escalations and/or live troubleshooting as needed

Technical Support Engineer