Tier 2 Technical Support Engineer Jobs

Partner with CTS team to manage customer questions and escalate to management for more complex inquiries as needed

Design, build, and configure applications to meet business process and application requirements

2+ years’ experience in Web Application testing

Strong desire to focus on the customer; demonstrate strong customer service skills

Excellent communication skills (written and verbal)

Knowledge in testing API and Mobile application

Consistent customer care, quality standards, and reporting requirements are core competencies of the position.

The ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the role.

Strong technical knowledge supporting MS Office 2016, Office 365, iOS, Android, Bloomberg, Factset, CapIQ, and computer hardware or peripherals.

You must have general knowledge on the following topics or technologies.

Resolving incoming requests for technical assistance on standard, commercial and proprietary applications.

The requests may present themselves over the telephone, ticket, e-mail, walkup or conversation.

BSc Degree or equivalent skill experience

Experience in supporting SaaS solutions for international customers

RestAPIs, Javascript or scripting experience

Ability to prioritise, manage time effectively and multitask

Troubleshoot issues escalated by first and second level support, this may include outbound contact with clients for additional information and resolution.

Provide clear and detailed information to clients on product feature functionality, both written and verbal.

Demonstrated organizational and time management skills with the ability to prioritize and manage many support channels at the same time

Excellent interpersonal/customer relations skills; clear and concise verbal and written communicator with the ability to effectively prevent or mediate conflict

Experience with Salesforce, Zendesk, Intercom, or other help desk software

Bachelor's Degree or equivalent experience

Benefits for the Whole Family:

Two years proven track record of communicating resources, steps, and identifying escalations or comparable demonstrated technical support proficiency

Bachelor's degree or AA in Computer Science, or experience in a related field, required (Certifications a plus)

Advanced experience virtualizing or migrating physical servers to cloud environments and troubleshooting Windows desktops (MSP experience preferred)

Experienced with MS Exchange, Office 365, and Active Directory administration, and configuring and troubleshooting DNS, DHCP, firewalls, and VPNs

Experience virtualizing and migrating physical servers to cloud environments, DNS and DHCP troubleshooting

Flexible hours and opportunity to work from home other than necessary onsite client meetings

Provide technical support for clients' applications, network, and desktop environments

Be the first stage of support covering our Guardian product and associated Embedded offerings using the GuardianConnect SDK

Become familiar with the Guardian Firewall product and partner-based offerings that we’ve launched through our Guardian Connect program and SDK

Use your initiative to proactively find ways to improve the customer experience

Experience providing technical support for a consumer product

Experience with working on call in a 24/7 environment

Experience using Zendesk or a similar ticketing system

Troubleshoot issues that require in-depth technical knowledge and advanced problem-solving skills.

Manage support content and video management.

Offer "premium Support" to key customers.

3-5 years of technical support experience

In-depth technical knowledge and understanding of software, APIs, and databases

Experience with data analysis and reporting

Basic experience and knowledge of software installations and troubleshooting

Interpersonal skills: you thrive in a fast-paced team environment with high performance standards

A Bachelor’s degree or equivalent experience.

3-5 years of experience working in a similar role in fast-paced, saas product companies.

Demonstrated successful ownership of mission-critical tasks requiring exceptional attention to detail and organizational skills.

Strong written and verbal communication skills for frequent internal and external interactions.