Technical Support Engineer

The Technical Support Engineer (TSE) is a frontline support engineer and provides technical assistance to our customers' technical support and IT staff who support our suite of contact center software solutions. Our solutions utilize complex technologies and the associated issues require deep technical knowledge and excellent problem-solving skills to resolve.

You will provide professional business-to-business customer service, with an awareness of the critical nature of these solutions to our customers who are using them. Using best practices in troubleshooting, communication, and problem resolution, you will ensure that any reported problems, as well as issues that you anticipate, are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.

You will work closely with other TSEs and with colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way.

As a Technical Support Engineer, a Typical Day Might Include the Following:

Develop subject matter expertise in our core technologies, and at least one other technology specialty
Provide technical support to customers via phone, online, chat, and email
Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your workwhile building confidence among all customers and stakeholders
Ability to actively listen, ask relevant questions and challenge customers appropriately
Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution
Provide timely, articulate, effective and substantive updates via our incident management system, ensuring that all details of casework are captured into case notes for each incident. Ensure that these details are given to the customer in regular cadence throughout the resolution process
Reach an agreement with the customer on the severity and priority of each issue, ensuring that it is properly set in the case throughout the resolution process
Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)
Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue
Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills
Effectively listen to all customer communications, identifying and logging all issues that are expressed. Ensure that all issues are resolved, including those that are regarding the process, general concerns, chronic or systemic in nature
Open and monitor incidents created with 3rd party providers
Create useful knowledge content and update existing knowledge base articles using Knowledge Centered Service (KCS) methodology
Develop broad and specific industry knowledge and continually sharpen understanding of contact center and technology business practices
Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations
Develop and maintain consistent performance on all key performance indicators
Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation
Use tools to pull and effectively analyze logs, traces, packet captures, etc. to determine the root cause of issues
Read and analyze network and other technical diagrams to aid in problem diagnosis and resolution
While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services may be required

To Land This Gig You'll Need:

Associates degree or currently working towards a Bachelor’s degree in Computer Science, Business Information Systems, Networking or a similar field, or equivalent work experience required. 
2+ years' work experience in a technical support capacity supporting Internet Service Providers, networks, and/or Business Software
2+ years' experience working with and knowledge in at least one of these technologies: Contact center software, Telecommunications, Computer Networking, Programming, and Integrations. Specific technologies include but are not limited to:
ACD/IVR, Workforce Management, Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer, etc. 
SONUS, WebRTC, SIP, LCR, VBR, PSTN, VoIP, Dedicated circuits (T1, DS3, MPLS, etc.), Dialer best practices, PBX, Carrier interactions, OC-X, 1+ and toll-free services
Ethernet hardware, load balancers, proxies, firewalls routers, gateways. Protocols including but not limited to TCP/IP, HTTP, HTTPS, FTP, SFTP, RTP, VPNs, DNS, SMTP, UDP, TCP, IP, and ARP
Relational Databases such as MSSQL, Oracle, MySQL, MariaDB. REST API's, SOAP API's, Scripting Logic Development, Log-based fault isolation,
C based languages, XML, JSON, etc. Browser software including IE, Chrome and developer tools
CRM software such as Salesforce
Strong technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
Familiar with contact center management concepts such as scheduling, performance measures, and management, reporting, quality assurance methods, analytics, etc. 
Excellent professional, written, and verbal communication skills with the ability to capture all details in written form fluidly during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with
Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment. Ability to multi-task and maintain professional composure during stressful situations, prioritizing your activities appropriately
Proven ability to utilize, create and update knowledgebase resources in the course of your work
Industry experience including understanding of the contact center business, as well as general market and business trends
Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)
Demonstrated ability to work independently as part of a larger team
Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills
Ability to adapt quickly to change, think on your feet, communicate positively and work proactively