Remote Sr Technical Support Engineer Job in Colorado, United States Amplifire eLearning

Who you are

• Excellent customer service skills with the ability to communicate with both technical and non-technical individuals
• Experience in an Sr. application support or a Sr. technical role
• Advanced experience of API’s and standards such as REST SOAP OAuth
• Expertise in searching troubleshooting and identifying user client and integration issues utilizing log analytics
• Advanced proficiency in adhoc SQL query creation query optimization data analysis and reporting
• Ability to troubleshoot difficult technical issues with ease and complexity
• Knowledge of trends and developments in LMS technology browsers and data security/privacy

What the job involves

• Identify resolve and document technical issues through debugging research and investigation
• Provide Sr level support for our internal and external clients
• Track and maintain support issues requests and defects through our Service Desk ticketing system
• Identify troubleshoot triage escalate and resolve technical issues or concerns within Amplifire’s SaaS Application
• Log complex customer issues and escalate as appropriate to Tier 3
• Develop and maintain technical documentation knowledge articles and process documentation
• Create and maintain custom reports and metrics
• Utilize internal tools APIs SQL Log Analytics DevTools and Sr. level scripting to complete support issues and requests
• Support the release management team with the understanding of the overall release management processes