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Lead Technical Support Engineer

Remote, CA | Fully Remote

Posted: 03/01/2021 Industry: IT

Job Description

Our client, a company that delivers multiple real-time applications from a single platform to its customers, is looking for a Lead Technical Support Engineer.  In this role you’ll be responsible for tech support for customers, assisting in troubleshooting of challenges and implementations and maximizing the customer experience. 

Responsibilities include:

  • Research, document and prioritize customer issues.
  • Leverage internal tools and escalate problems to internal teams when necessary.
  • Provide feature explanation and best practices.
  • Perform in a fast paced, high volume environment with shifting priorities.
  • Participate in team meetings, swarm meetings, team trainings and collaboration on cases through Slack
  • Create and curate knowledge content
  • Work occasional weekend or holiday on-call rotation
  • Create reports and dashboards for the team
  • Customer success – monitor account activity for trends that may impact health, create customer facing usage reports to send on regular basis and assist in creating tools and processes that drive increased retention
  • Provide product demos to prospects when necessary

Job Requirements

  • Bachelor’s degree or 5+ yrs in tech support role
  • Experience with and other cloud-based tech
  • Experience with remote support apps like Bomgar, LogMeIn or TeamViewer
  • Understanding of firewalls, web servers, proxy servers etc.
  • Read/Write HTML, APEX, JavaScript and CSS
  • Experience with Database concepts and management
  • Demonstrated skill in customer support or customer service in a customer-facing role.

Additional Information

  • Candidates may be required to work on weekends/evenings/holidays from time to time
  • Comprehensive benefits package

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