Associate Product Support Engineer
Skills
Customer ServiceCustomer SupportMessaging ArchitectureProblem AnalysisProduct SupportTechnical SupportTicketing Systems
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Strong ability to troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols.
- Strong ability to work independently while managing time and schedules.
- Ability to communicate effectively and professionally in a constructive manner with customers, coworkers, management, and executives.
- Product support or technical support experience
- Experience with problem analysis and resolution of software problems.
- Understanding of Microsoft Exchange and SMTP messaging architecture
- Hands-on experience trouble-shooting Microsoft Windows, Active Directory, and Internet Information Server (IIS)
- Experience hosting Zoom, WebEx or other remote hosting tools for customer troubleshooting sessions.
- Nice to have: AWS knowledge, MCP, MCSA, MCSE, CCNA, CCNP, experience with Power shell and scripting.
- Passion for customer service, customer experience and customer support
- Great attitude towards work and learning more every day
Nice to have
- AWS knowledge
- MCP, MCSA, MCSE
- CCNA, CCNP
- PowerShell and scripting
- Passion for customer service
- Positive attitude
- Eagerness to learn
Day to day
- Provide enterprise level technical support to companies, via phone, virtual meetings, and the ticketing system
- Manage cases in the ticketing system to ensure your cases are handled within SLA guidelines
- Advise customers regarding the product's proper use and address specific systems/configuration issues
- Manage product escalations, act as a liaison between customers, and various levels of tiered support
- Work closely with infrastructure, operations, and engineering teams, including efforts to re-create issues in the test environment