Remote Upgrade Technician

Summary

Join Qualia as an Upgrade Technician for our Resware product and drive technical execution of complex installation and upgrade processes. You will focus on the installation and upgrade of the Resware platform and associated services, ensuring customers are up-to-date on new features and patches.

Requirements

• 1 to 3 years of direct experience providing technical advisory and debugging/investigation (such as a technical support engineer position) to strategic customers for Windows-based enterprise-level software
• IIS setup and configuration for Windows
• The ability to troubleshoot using logs and packet analysis
• Windows Service setup and troubleshooting
• .NET framework troubleshooting
• Microsoft SQL troubleshooting and query capabilities
• Web service experience including API, JSON, and XML troubleshooting experience
• 1+ years proven track record working across business units such as Infrastructure, Systems Administration, Product Management, Engineering, Dev Ops, and Customer Support
• Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level executives, IT, technical support, CS, and sales
• Strong data analytics capabilities
• Excellent organization, project management, time management, and communication skills
• Willingness to assist wherever needed; a team player who will work within the company to continue improving the way customers are supported
• Able to work Pacific Time hours and for a non-standard schedule (i.e.: 12pm-8pm PT or 1pm-9pm PT
• Bachelor's degree or equivalent experience in Computer Science, or related field

Responsibilities

• Drive technical execution of complex installation and upgrade processes, including system testing, and strategy sessions with the customer
• Acquire and maintain deep installation and upgrade knowledge in order to provide accurate assistance to customers
• Gather baseline metrics and work with clients to assess their production environments before upgrades
• Partner with Technical Support, Engineering, and Product teams to develop successful strategies for new features and plans to maintain and improve product delivery
• Facilitate relationships across various teams, partners, and/or departments to strengthen partnership with customers

Benefits

Hourly contract position paying between $30/hr to $34/hr on a W2 basis