Remote Senior Product Support Engineer

Summary

Join our team as a Product Support Engineer, where you will respond to complex technical inquiries, troubleshoot product defects, and provide technical support to customers. As a key member of our team, you will develop knowledgebase articles, represent the team in internal functional groups, and perform other job-related duties.

Requirements

• 5 years of experience in a technical support or professional services role
• May provide leadership to less experienced engineers
• Experience with broad IT environments with an emphasis on customer support and operates under moderate supervision of management
• Must be able to consider the needs of the customer and how to satisfy those needs
• Must demonstrate responsiveness and ownership and keep stakeholders informed throughout the lifecycle of the support request
• Must be a team player and promote a spirit of cooperation and teamwork
• Must have excellent interpersonal and verbal and written communications skills
• Must have excellent time management and decision making skills and be able to prioritize tasks
• Must have strong technical troubleshooting skills, problem solving, and organizational skills
• Must demonstrate the ability to think through situations outside the norm and develop appropriate solutions, isolating the root cause
• Technical Background: Must possess functional knowledge of current Microsoft Windows operating systems (client and server platforms), networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, switching and routing
• Must know Windows patch management, antivirus and firewall solutions
• Must know virtualized platforms such as VMware Workstation or ESX
• Must have excellent communication skills and look to support their colleagues and peers as appropriate
• Languages: Must be able to speak and write fluent English is required

Responsibilities

• Responds to complex technical inquiries where first-line product support has failed to isolate or fix problems with malfunctioning software services
• Resolves customers' questions or problems remotely with respect to systems configurations/setup, product functionality and product enhancements
• Troubleshoots, identifies, tests, and documents product defects for review and validation
• Assists various groups manage difficult technical initiatives and resolves product support challenges
• Provides technical support to technical and product support personnel who diagnose, troubleshoot, repair, and debug complex systems, software, or networked and/or wireless systems
• Develops knowledgebase to leverage lessons learned in order to more quickly address common customer questions and issues
• Represents the team in a number of other functional groups within the company (i.e. internal training, customer visits, etc.)

Preferred Qualifications

• Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)
• CompTIA Network+
• Cisco network associate certification (CCNA)
• VMware Certified Professional (VCP)
• Relational database applications (RDBMS) including Microsoft SQL Server