Technical Support Engineer II

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

📋 Description

• Oversee and address Tier 2 customer escalations.

• Analyze and troubleshoot intricate software, configuration, and integration challenges.

• Take ownership of customer issues from the point of escalation to resolution.

• Work collaboratively with Engineering and Development teams to rectify technical problems and product flaws.

• Develop and maintain case documentation and bug reports.

• Prioritize and oversee a high-volume case queue.

• Achieve and surpass established benchmarks and performance expectations.

• Stay updated on crucial support topics, encompassing product knowledge and necessary technical and soft skills.

• Deliver expert, high-quality customer support with professional, courteous, and prompt communication.

• Execute all other responsibilities as assigned.

⛳️ Requirements

• 2 to 4 years of pertinent and related work experience.

• An Associate's degree or equivalent, or equivalent years of relevant work experience.

• Occasional travel, up to 0-5%, for significant events such as team summits, training sessions, customer meetings, and company events.

• A minimum of 2 years' experience in technical support, software support, application support, or customer escalations.

• Proven experience in troubleshooting complex software issues and guiding cases to resolution.

• Demonstrated ability to manage multiple priorities in a dynamic environment.

• Salesforce experience is required; Bomgar experience is preferred.

• Proficient knowledge of Jira, APIs, SQL, and relational databases.

• Familiarity with cloud-based technologies.

• Excellent communication, customer service, and time management abilities.

• Experience collaborating with Engineering or Development teams to resolve technical issues.

• Preferred experience in K-12 education technology, SIS platforms, or within a school district setting.

🏝️ Benefits

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance, and AD&D).

• Flexible Spending Accounts and Health Savings Accounts.

• Short-Term Disability and Long-Term Disability.

• Comprehensive 401(k) plan.

• Generous Parental Leave.

• Unrestricted paid time off (referred to as Discretionary Time Off - DTO).

• Wellness Program, including ClassPass & Employee Assistance Program.

• Tuition Reimbursement.

• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program, and Prepaid Legal coverage.