Tier Iii Engineer Jobs

ActiGraph is an international leader in the development of validated medical-grade wearable solutions used to measure physical activity, sleep, and behavior patterns in the broader global academic and pharma research communities.

Do you have an innate desire to go above and beyond for clients and issues? Do you have an intrinsic curiosity to discover why an issue occurs? Do you feel that the only way to successfully troubleshoot an issue is to reproduce it while discovering details about the product that haven’t been discovered before? Do you enjoy becoming a subject matter expert (SME) on an issue when escalation resources consult with you for details? Do you want to be part of a team that thrives on the camaraderie built from collaborating on complex issues? Then this position could be the right one for you! Act fast and apply here to start the process of joining a team of highly motivated and fun support geniuses!

This position will allow the Tier III Support Engineer to be a key contributor within multiple areas of our software. The candidate must possess strong critical thinking and a strong work ethic. The individual must be flexible, and have the ability to multitask. This position will be required to work with support personnel to help solve customer problems.

We hope you'll consider helping us pioneer the digital transformation of clinical research!

All responsibilities are to be performed in accordance with the ActiGraph core values, standards, policies, and procedures.

The essential duties and responsibilities for this role include:

• Investigate and fix complex issues that happen
• Developing constructive and cooperative working relationships with others, and maintaining them over time
• Perform a wide variety of duties to assist customers by answering questions, providing information, and interacting with other departments as required.
• Develop an in-depth level of technical product knowledge
• Developing specific goals and plans to prioritize, organize, and accomplish your work
• Reproducing/troubleshooting complex issues for resolution.
• Communicate with Support Personnel about open Tier III tickets
• Updating the support internal knowledgebase and providing focused trainings to the support team on trending issues and topics
• Work with Software Engineers to solve complex issues with the software systems
• Identify trending issues
• Maintain customer records, using a CRM system
• Respond promptly to customer inquiries about ActiGraph’s available products and services
• Other duties as assigned
• Log bugs that are found within the software systems

All responsibilities are to be performed in accordance with the ActiGraph core values, standards, policies and procedures.

As an equal opportunity employer, all employment at ActiGraph is governed without regard to, nor influenced by, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Requirements

The ideal candidate will have:

• Knowledgeable in Windows and Microsoft Office
• Great verbal and written communication skills
• CRM ticketing experience is a plus (Salesforce, Desk.com, etc.)
• 1-2 years experience in customer service and troubleshooting
• Adept in critical thinking/problem-solving skills

Basic technical skills that will be utilized when performing this role:

• ActiGraph device/software troubleshooting
• Monitoring internal systems for reliability
• Processing activity monitor/hub RMAs
• Troubleshooting ActiGraph product key licenses
• Using Microsoft Excel for specific job duties/tasks

Advanced knowledge/skills:

• API systems
• Hexadecimal data parsing
• C#
• SQL
• Basic knowledge of data analysis (for troubleshooting purposes)

Benefits

At ActiGraph, we do our best to offer benefits and a work environment that is positive, fun, and tailored towards the needs and feedback of our team members. We do so by offering:

• Paid time off (including paid time off for your birthday)
• A casual "dress-code" environment
• A family-oriented and collaborative workplace
• And a very generous suite of benefits including: medical, dental, vision, basic/life accidental, short/long term disability, identity theft, 401K (plus a match), supplemental insurance options, AND tuition reimbursement
• This is a full-time position, located in Pensacola, FL