Technical Support Engineer
Horizon3.ai
This job is no longer accepting applications
See open jobs at Horizon3.ai.See open jobs similar to "Technical Support Engineer" SignalFire.Summary:
The Technical Support Engineer plays a pivotal role in ensuring the seamless operation of our company's customer-facing assets. In this position, you will be at the forefront of addressing and resolving technical issues while upholding a gold standard of customer service. You will collaborate closely with our Engineering teams and Customer Success Representatives, driving towards our key objective: best-in-class customer support. This role reports directly to the Senior Engineering Manager - Global Technical Support Engineering.
Location: PST Time Zone,
Core Hours: 9am - 5pm PST
Essential Functions
- Collaborate with the Engineering teams to identify, implement, and communicate technical solutions.
- Oversee and manage our ticketing system, from issue inception to resolution, ensuring timely and effective communication with customers.
- Act as the first line of defense, delivering live technical support, addressing issues with a customer-first mindset.
- Aid in the virtual installation, troubleshooting, and maintenance of customer IT systems and equipment.
- Contribute to the formulation and ongoing refinement of support policies and procedures.
- Provide customer support during Pacific Time Zone core business hours.
- Regularly review and suggest improvements for the self-service knowledge base.
- Attend regular training sessions and participate in product-focused workshops to enhance technical knowledge.
Competencies
- Keen attention to detail.
- Excellent organizational and analytical aptitudes.
- Outstanding verbal and written communication capabilities.
- Time management skills, ensuring prompt responses and effective multitasking.
- Empathy and patience, essential for understanding and addressing customer concerns.
- Ability to thrive in a team environment, fostering collaboration with cross-functional units.
- Proactive mindset, with a flair for identifying challenges and initiating innovative solutions.
- Problem-solving mindset, with an ability to troubleshoot complex technical issues effectively.
Required Education/Experience
- Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
- 3-5 years in an IT support, Infosec, or operations capacity.
- Demonstrable proficiency in administering Linux environments.
- Experience with cloud platforms, such as AWS is a plus.
- Knowledge of cybersecurity principles and best practices.
- Certification in relevant IT disciplines or technologies can be an advantage.
- Solid comprehension of IT systems, networking concepts, and containers (Docker primarily).
- Familiarity with data-analytics tools like Datadog, Elasticsearch, and AWS Quicksight is a plus.
Work authorization/security clearance requirements
- Must be able to work in the United States
- Must pass a criminal background check
- A security clearance is a plus
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.
This job is no longer accepting applications
See open jobs at Horizon3.ai.See open jobs similar to "Technical Support Engineer" SignalFire.