Remote Technical Support Engineer Apprenticeship

Summary

Join our team at Porter as a Technical Support Engineer in Rogers, AR. In this role, you will provide technical support for clients and partners, analyze and resolve technical issues, and monitor product availability and performance.

Requirements

• 5 years experience in L2 and L3 support for AWS and SaaS solutions
• 2-3 years experience managing an L2, L3 Help Desk
• 2-3 years of experience automating the monitoring and alerting of platform availability and performance
• 2-3 years of experience working with Software and Cloud engineering teams to identify and resolve issues
• Proven experience in incidents, problem, and change management practices and handled high-impact incidents
• Strong understanding of support processes – SLA, handling tickets, monitoring, processes, and metrics
• Ability to manage and support a 24x7 operation
• Strong degree of empathy for the customer experience
• Excellent verbal and written communication skills

Responsibilities

• Accountable for the issue management, monitoring, and support of Porter’s Production Platforms
• Manage incoming issues, problems, and security tickets in a timely manner based on business implications and risks
• Assemble cross-functional team members to address critical and/or high-priority tickets through resolution
• Develop Root Cause Analysis for issues and propose solutions to address this issue from future re-occurrence
• Establish real-time monitoring and alerting capability that supports Porter’s Service Level Agreements
• Develop and Implement escalation and communication procedures for both internal and external stakeholders
• Responsible for problem-solving, detailed analysis, issue identification, and resolution
• Develop runbooks, or build tools, used by other Technical Support Engineers
• Identify customer pain points, and raise concerns with engineering, to implement support improvement opportunities
• Develop a dashboard to identify incident and problem management trends that can be added to the product backlog
• Communicate product health statistics including availability, performance, and incidents on a regular frequency

Benefits

$54,000 - $60,000 a year