Technical Support Engineer

Summary

Join Intradiem, a technology company reinventing customer service through automation, as a technical support specialist. You will proactively communicate issue status, track and manage issues using tools like Salesforce and Jira, and prioritize resolutions. Leveraging your technical expertise, you will diagnose and resolve customer problems, collaborating with internal teams. Excellent customer support skills are essential, along with experience in SaaS support, SQL, and troubleshooting tools. This role requires a Bachelor's degree and 2-5 years of relevant experience.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• Minimum of 2-5 years of experience in a technical product support, development, or in a troubleshooting capacity
• 3+ years of experience in the following areas SAAS support
• Microsoft SQL Server
• Creating SQL Queries
• Experience with troubleshooting tools like Fiddler, Wireshark, Debugview, or Process Monitor
• Experience with Call Center software or Workforce Management
• Familiarity with software applications and troubleshooting tools
• Knowledge of networking protocol
• Salesforce or other comparable CRM experience
• Strong systems administration experience in Windows operating systems
• Proven analytical and problem-solving skills within a technical environment
• Exceptional communicator with the ability to convey information clearly and concisely in both written and oral form
• Must be customer-focused and service-oriented with the ability to thrive in a team environment
• A sense of urgency to serve and contribute to customer success
• Ability to collaborate with team members and others within Intradiem to resolve support issues
• Capability to empathize and adapt to new and different situations by reading the behavior of customers
• Candidates for positions with Intradiem must be legally authorized to work in the United States

Responsibilities

• Proactively communicate and document issue status to internal teams and customers
• Track and manage issues using standard tools such as Salesforce and Jira
• Prioritize issues of varying severity and effectively manage the resolution or escalation of all issues within accepted service levels
• Apply technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer reported problems
• Partner with Technical Operations, Success Management, and Implementation teams to escalate and resolve cases that have significant business impact to the customer and/or Intradiem
• Exercise sound professional judgement in analysis of customer issues in order to provide timely resolution
• Provide excellent customer support while troubleshooting technical issues via phone, web-based tools and email
• Conduct all business in accordance with Intradiem policies and procedures
• Perform all other duties as assigned