Support Engineer 3

Published
October 3, 2020
Location
Irving, TX
Category
Job Type

Description

Find out why eXcell is the employer of choice for contractors! Join eXcell and enjoy our generous employee benefits!
 
Do you want to join a team of highly empowered Engineers supporting cloud development products?

Do you have a passion for customer service combined with deep technical acumen?

Do you have a Growth Mindset, an unending passion to learn and thrive under challenging circumstances?

If you answered “yes” to these questions, then we have a wonderful opportunity for you!

Our high-visibility client is looking to hire Support Engineers who will be responsible for providing path-breaking technical support to our customers. This person will be accountable for providing outstanding technical support experience to commercial customers. From problem identification to full resolution, this Support Engineer will own and manage cases over phone and emails. They will work in constant collaboration with colleagues, involve subject matter experts, or escalate to Engineering / Management as and when applicable. The Support Engineer has a shared responsibility toward team goals.
 
The Support Engineer’s shift can vary according to business needs. Weekend coverage is part of this role. Though schedule changes are not frequent, we need to have flexibility to accommodate changes as needed. This position will require work a rotational on-call schedule for weekend shifts.

Overview of Position:

  • Provide support to enterprise customers and partners
  • Be available to take ownership of cases and escalations via phone, mail, and web
  • Be the point of contact for handling live technical escalations and politically hot situations
  • Respond to mails / calls from various organizations / groups with facts – needs to be done with a strong understanding of technology and processes
  • Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues
  • Collaborate globally – understand cultural nuances and have good interpersonal awareness
  • Ensure that each support request owned is handled as per priorities to the highest possible level of customer satisfaction
  • Identify, document, and improve processes in order to reduce support times and advance the overall customer experience
  • Assist in creating and reviewing content in the knowledge base, by working along with Technical Advisors, Support Escalation Engineer, and Supportability
  • Document your technical work and research in a detailed and comprehensive manner
  • Maintain a proactive approach to customer happiness by identifying and correcting customer satisfaction concerns before they become problems
  • Be a customer advocate and target for the most satisfied customers through every interaction
  • Investigate the problem by doing your own research and by involving other individuals and teams as needed
  • Escalate to Senior Engineers, Technical Advisors and Managers(s) as necessary, acting internally as a customer advocate and keeping the customers informed
  • Collaborate with Engineering to resolve service issues
  • Review and analyze customer experience results to propose and create better solutions
  • Reduce support time and to improve the overall customer experience
  • Identify opportunities for automation and self-service tools through issue and case analysis
Qualifications:
  • 2+ years product / technical support experience
  • 2+ years of technical experience and knowledge working in cloud technology support or equivalent
  • Technical skills and hands-on experience in development or related:
    • Software development experience with C#, C++, ASP.Net development or IIS
    • Networking and cloud development skills strongly preferred
    • Experience in Service Fabric or Cloud Service a plus
    • Debugging code (WINdbg, Visual Studio Debugger)
    • REST API
    • .NET Framework SDK
    • Java API / SDK
    • Linux, Mac, Java, PHP, Node.js, Python, or Ruby
  • Strong analytical and time management skills with consistent display of accountability and teamwork
  • Ability to perform well under time restraints and with limited supervision
  • Good problem-solving and troubleshooting ability
  • Ability to prioritize appropriately
  • Demonstrated ability to communicate effectively with customer / executive level management on complex technical issues in audience acceptable terms
  • Excellent self-assessment to identify when other resources are needed
  • Ability to engage and collaborate effectively with others to resolve complex problems
Preferred:
  • Graduate Degree in Computer Science desired, but not mandatory
  • Ability to amicably manage conflict and negotiate resolution
  • Proven ability to handle high-pressure situations well
  • Ability to meet security screening requirements
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.
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