Remote Technical Support Engineer

Summary

Join the Appspace team as a Technical Support Engineer and be part of a culture that's helping people everywhere love where they work. This role is responsible for providing advanced troubleshooting for Appspace customers regarding software, hardware, network, and security issues.

Requirements

• Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure
• Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices desired
• Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments
• Working knowledge of databases such as SQL or MY SQL
• Understanding of TCP/IP networking, DNS and proxies is a plus
• Proficiency in Microsoft Outlook & office suite
• Excellent written and verbal communication
• Outgoing, helpful, and passionate about providing excellent customer service
• Prior experience in a technical support capacity (Support Engineer, etc.) and/or software support strongly preferred
• Bachelor’s degree or equivalent/related work experience (2-5 years)
• Working knowledge of JIRA and Salesforce preferred

Responsibilities

• Provide first response and technical support issue resolution via chat, email, phone and remote sessions
• Ask appropriate fact finding questions to clearly identify and understand the client’s issue while helping to isolate potential root cause
• Escalate cases requiring advanced technical skill
• Advise customers on network related requirements - including firewalls ports & basic TCP/IP settings when appropriate
• Serve as the client’s subject matter expert for the Appspace platform and app
• Identify operational issues via retrieval and evaluation of errors and logs
• Problem solve and embrace technical curiosity to research issues when needed
• Stay organized and document all customer interactions using company CRM (Salesforce) and related tools

Benefits

• Competitive salaries
• Medical, dental and vision coverage
• Disability coverage
• Employer paid life insurance
• Mental health resources
• 401(k) plan
• Fully paid parental leave program
• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)