Remote Production Support Engineer Job in United States Pindrop

Who you are

• Experience with UNIX and Linux systems
• SQL
• Basic network and systems knowledge
• Telephony experience is a plus
• Cloud Skills
• Knowledge of how API's / REST clients work
• Understanding of tools like Postman or curl
• Ability to use cloud platforms (google cloud, grafana, etc..)
• Understanding of basic CS items (Networking, DB, OS, Scripting etc.)

Desirables

• Self-starter
• Good communication skills
• Resilient
• Optimistic
• Resourceful
• Accountable
• Nimble and adaptable

What the job involves

• Serve as the first point of customer support
• Responsible for undertaking detailed troubleshooting and investigations to identify root causes/fixes for complex technical issues
• Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframes
• Work with engineering team to understand best deployment practices and product architecture
• Participate in the testing of new product releases
• Manage and track issues to ensure accurate and complete resolution
• Keep Incident Tracking Database up to date with new solutions
• Contribute articles to the knowledge base in an effort to promote self-help for our customers
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism
• Is accessible and available to multiple customers
• Establish priorities and communicate rationale and timeframe clearly to customers
• Overcomes constraints to meet established deadlines