Remote Associate Product Support Engineer Job in New York, NY Sutherland

Who you are

• 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

Desirables

• AWS knowledge
• MCP, MCSA, MCSE
• CCNA, CCNP
• PowerShell and scripting
• Passion for customer service
• Positive attitude
• Eagerness to learn

What the job involves

• 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