Senior Technical Support Engineer – Shifted Workweek

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Engaging with customers and providing professional and efficient responses to help them identify and resolve technical issues.

• Meeting or surpassing customer expectations regarding response quality, timeliness, and overall experience.

• Serving as Queue Manager (QM) during weekend shifts, ensuring effective case management and triaging of support requests.

• Delivering technical support across various products, ensuring efficient troubleshooting, root cause identification, and resolution of issues.

• For products outside of core expertise, utilizing established product runbooks and escalating to the on-call Product Subject Matter Expert (SME) as necessary.

• Managing and responding to phone support inquiries and alerts, escalating cases as required.

• Interacting with customers and partners through the online support tool, as well as via audio and video calls and screen-sharing sessions.

• Reproducing customer issues internally to facilitate the development and testing of solutions.

• Collaborating with Support, Engineering, SREs, Product Management, and Customer Success teams while demonstrating respect for all team members and customers at all times.

• Gathering information and documenting bugs with Engineering or Training/Documentation for product/service issues that affect customers.

• Actively prioritizing tasks and workload with self-discipline and effective time management.

• Embracing an 'always-learning' mindset, maintaining a humble attitude about knowledge limitations, and being open to learning from experiences and both informal and formal instruction.

• Participating in escalation calls when necessary to update stakeholder management on support cases and assist in creating action plans to resolve customer issues promptly, showing empathy for the customer's situation and actively listening to understand it clearly.

• Ensuring adherence to best practices and processes, particularly regarding ISO27001/9001 compliance, security incidents, and data breaches.

⛳️ Requirements

• Generally requires a minimum of 5 years of relevant experience along with a Bachelor’s degree; or equivalent work experience.

• Exceptional communication skills, both verbal and written; support is provided through a web-based ticketing system, web conferencing, and phone.

• Strong troubleshooting capabilities.

• Proven collaboration and teamwork abilities.

• Capability to prioritize workload and adapt to a fast-paced, follow-the-sun support model.

• Ability to be an attentive listener, accurately identifying key information to reproduce a customer’s problem remotely.

• Robust background in Linux, Unix, and Windows Enterprise Server OS, with a mix of administration and troubleshooting skills.

• Comprehensive understanding of the technical fundamentals of the Internet, including knowledge of protocols such as HTTP, SSL, and IPv4/v6.

• Familiarity with Java, web containers (e.g., Tomcat, JBoss), and web servers (e.g., Apache, IIS).

• Experience with virtualization in an enterprise environment.

• Knowledge of cloud-based platform services, including AWS, Azure, and Google Cloud Platform.

🏝️ Benefits

• Generous PTO & Holiday Schedule.

• Parental Leave.

• Progressive Healthcare Options.

• Retirement Programs.

• Opportunity for Education Reimbursement.

• Commuter Offset (Specific locations).