Technical Support Analyst Engineer Jobs in New York

Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience

Knowledge of coding/scripting (Bash, Python, JavaScript, etc...)

1-3 years of professional experience

Business experience at an ERP

Prior experience at a fast-growing startup

Healthcare, Dental, Vision, Life Insurance, Flexible Spending Account, Health Savings Account, 401K Matching, and Commuter Benefits

Participate in incident management process and on-call as needed to provide time-sensitive data delay notifications to customers

Intermediate knowledge/experience with SQL and Linux CLI

Foundational knowledge/experience with Python, AWS/GCP, and Excel

Document and expand our internal and external knowledge repositories

Collaborate with and assist other client-facing teams to provide an amazing customer experience

Assist in completing projects and initiatives that will greatly benefit our customers and CE colleagues

Strong customer management and customer service skills

What you’ll be doing: Case Management:

Develop and maintain skills in his/her core products and technologies and highlight any need for training as the customers networks evolve

Bachelor's degree in engineering, computer science or related field, or equivalent experience

At least 5+ years of experience in supporting large, complex IP-based networks.

Experience with traffic generators and network protocols analysis tools

Solid skills supporting and troubleshooting MacOS

Providing AV support for events onsite

Some familiarity with various MDM solutions

Some familiarity with collaboration tools (Slack, Loom, Mural, etc)

Engage with the customer success manager to fix client support issues independently

Perform full-stack development of web application from requirement gathering design, development, testing, and documentation

At least 3+ years of experience in software development

Experience in triaging technology-related issues

Experience with any PHP frameworks (Laravel and Phalcon) is preferred

Collaborate with core development team to work through the backlog of support issues

Support of desktop technology and desktop applications in Windows environments (Linux desktop support experience a plus), including remote access tools

Knowledge and troubleshooting skills in the Microsoft Windows OS, Microsoft Office Suite, mobile devices, printers and other applications

Knowledge of Active Directory, Exchange, Citrix remote access and application delivery

Must have excellent written and verbal communications skills as well as strong customer service experience.

Leverage ServiceNow to manage incident and problem workflows

Strong analytical and problem-solving skills are a must as well as the ability to work well independently

Knowledge and experience in APIs required

Experience authoring and administering documents for training and knowledge bases

Product Support: Manage client support cases on a daily basis, and document customer interactions and resolutions in Zendesk

Documentation: Become a SevenRooms product expert, and contribute to our technical knowledge base and support documentation

3+ years of experience in a technical support role; B2B and/or SaaS experience preferred

Experience using Zendesk, Jira, and Salesforce a plus

Responsible for auditing inventory against asset management

Knowledge and understanding of Tier 1 roles and responsibilities

Identify technical trends, proactively seek solutions, and report to Management when applicable

Local project management and implementation support

Identify technical trends, proactively seek solutions, and report to Sr Management when applicable

Knowledge and functional understanding of Tier 3 roles and responsibilities