Support Engineer Jobs

Position: Client Support Technical Engineer

Location: Salt Lake City Metro, Utah OR fully remote

Term: Full time position

Compensation: $50,000 - $80,000+ fully paid, great benefits/ other perks

Status: US Citizen/US Permanent Resident only

(we do not currently sponsor, nor transfer visas of any kind)

Manager note:

This role is Technical and product support, python experience a great asset and differentiator.

It is essentially a Client Support rep role for a software product company that also does IT hosting for our customers. 85% of role is support tickets, triaging and follow-up (i.e. Tier 1) , the remaining 16% is Tier 2 support depending on skill set and strength

Skillset needed:

• Advanced analytical, decision-making and troubleshooting skills

• Demonstrate excellent verbal and written communication skills with experience working in a support

• Understanding of the threading limitations of Python, and multi-process architecture

• Familiarity with event-driven programming in Python environment, either supporting internal or external clients

• Experience with providing support including phone support

• Ability to work flexible hours and overtime with minimal notice

Responsibilities:

• 3-6 years of professional experience

• Provide Client Support for all of our solutions suite of products

• Respond to customer’s support requests via all incoming channels (telephone, Jira and e-mail) according to our and customer’s (SLAs) Service Level Agreements

• Troubleshoot product, technical and/or functional issues with the customer as a first course of response prior to ticket triaging.

• Triage support issues to the most appropriate skilled technician across the relevant discipline (Implementation, IT, Engineering)

• Take ownership of support issues to resolve or escalate as required to ensure their timely resolution and overall client satisfaction

• Review results of software patches and upgrades designed to resolve customer support issues

• Work with hosting facility and client IT to support strong, stable and secure client production environments

• Guide customers through product upgrades and installations and provide product overviews

• Where necessary complete call logs and Root Cause Analysis reports

Education

• 4-year bachelor’s degree in technology or related field or 2-5 years equivalent work experience