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Senior Support Engineer
Skills
Computer ScienceCSSCustomer ExperienceDatabasesIT EscalationNetworkingService-Level Agreements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor’s degree in Computer Science or related field plus 7 years of experience as a Support Engineer Systems Administrator or related role
- 7 years of experience with resolving high-complexity customer issues
- Performing upgrades to enterprise applications on customer infrastructure
- Identifying and creating documentation to enhance the customer experience
- Working in a ticket queue with SLAs
- Logging issues for Product escalation
- Team attitude “I am not done until WE are done”
- Embody our core values: Great People Great Product Great Performance
- Care deeply about fostering an environment where people of all backgrounds and experiences can flourish
Day to day
- Resolve high complexity customer issues
- Train and mentor colleagues
- Perform upgrades of Anaconda enterprise applications on customer infrastructure
- Identify and create documentation to enhance the customer experience
- Work in a ticket queue with SLAs
- Participate in an on-call rotation for urgent client requests
- Listen to and be empathetic to customer’s needs
- Log issues for Product escalation