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Senior Escalation Engineer
1 month ago
Responsibilities:
- Resolve escalated customer issues and maintain ownership until the problem is resolved with minimal oversight from management.
- Self-prioritize work items based on customer requirements and minimal guidance.
- Act as a resource for less senior members of the team as needed, to troubleshoot and resolve specific customer issues.
- Serve as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams, providing clear issue documentation and leveraging cross-functional working relationships in their area of expertise.
- Provide problem report prioritization for the Engineering team.
- Write and review complex technical articles and case studies for the knowledge base, leveraging customer-reported cases, product specifications, and previous experience.
- Participate in training new team members.
- Possess good problem-solving and analytical skills.
- Exhibit strong written and verbal communication skills to communicate with senior management.
- Understand operating system resource management and build OS level and/or network debugging skills in position.
- Build code or script literacy with the goal of being able to read and understand existing code and/or scripts.
- Must possess a Bachelor of Science in Computer Science or equivalent experience.
- Must have 3 to 5 years of experience in a technical customer support environment or field experience, working in enterprise-level environments.
A successful candidate will have experience in the following areas:
- Windows Server, including Windows 2008, and MS Exchange
- Clear understanding of DNS and how it works
- Firewall/DMZ configuration
- LDAP/Active Directory & ActiveSync
- Experience in the following areas is highly desirable:
- Smartphone and tablet devices like Apple iOS, Android, Windows Phone
- Software based on Apache Tomcat or Windows IIS
- MySQL, Postgres or SQLServer
- Cloud-based SaaS products
The Perks:
- Competitive compensation and a comprehensive benefits package.
- The company offers a continuum between work and life by allowing people to work whenever, wherever, and however they choose.
- You'll enjoy a workstyle within an incredible culture. You will be given all the tools you need to succeed so you can grow and develop within the company.
Apply now
Position: Senior Escalation Engineer
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