Technical Support Engineer

Summary

Join Appspace, a company passionate about creating better work experiences, as a Technical Support Engineer. This role involves providing advanced troubleshooting for customers facing software, hardware, network, and security issues. You will be responsible for responding to customer inquiries, providing second-tier support and training, creating knowledge base articles, and working on various projects. The ideal candidate is resourceful, detail-oriented, and possesses strong communication and problem-solving skills. This position offers opportunities for professional growth and a flexible work culture.

Requirements

• Be organized and have excellent oral and written communication skills
• Have creative problem resolution skills and the ability to solve problems by analytical reasoning rather than repetitive learning
• Be trustworthy, reliable, and customer-focused
• Have the ability to confidently communicate technical issues and game plans to multiple audiences, at a technical expert level in layman's terms
• Have proficiency in Windows XP/Windows, Windows 8 and 10 operating systems
• Have troubleshooting experience with Windows 2008 R2/2012 R2, Windows Server 2012/2016 and 2019 including installations
• Have knowledge of networking including LAN/WAN monitoring, TCP/IP config, traffic types, understanding DHCP and DNS services/servers, proxy servers, firewalls, and VPN
• Have experience with IIS configuration, website hosting, and Linux/Unix-like operating systems
• Have experience with database queries on current versions of MySQL, MS SQL, and MongoDB
• Have a Bachelor’s degree in IT/Computer Science, Engineering, or equivalent experience
• Have at least 3 years’ experience troubleshooting IT/Software applications; SaaS preferred

Responsibilities

• Respond to Customers technical support inquiries submitted by phone, email or chat meeting Customers SLA requirements
• Provide 2nd tier support, training, and mentorship to junior support team members to assist in resolving customer issues
• Deliver daily updates to Customers by phone, email, or case note entry
• Create knowledge base articles (WIKI’s) to document steps required for complex installations, upgrades, advanced troubleshooting, and known fixes
• Work on projects in various stages including prep work, building test environments, and verifying deployment correctness as well as project deployment
• Configure equipment to resolve connectivity issues and network-related challenges including firewalls, ports, TCP/IP settings, and complex security issues
• Configuration and management of PCs as well as Cisco DMP, MediVue, BrightSign, Chromebox, Crestron, and other devices using Appspace software
• Manage escalations in JIRA and be the liaison between the Support Team and the Product development team
• Prepare for and attend customer-facing meetings and provide accurate status updates on escalated issues
• Perform QA testing of new products and provide feedback to the Development team
• Continue to expand their knowledge of both Appspace proprietary software as well as relevant IT skills such as scripting, HTML5, APIs, etc
• May require travel to customer locations to provide onsite advanced support and/or training

Preferred Qualifications

• Have 1+ years of troubleshooting Network/Security problems
• Have working knowledge of JIRA and Salesforce

Benefits

• Competitive salaries
• Employer paid medical, dental and vision coverage
• Employer paid life insurance
• Mental health resources
• Pension plan
• Paid maternity and parental leave program
• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment