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Sr Technical Support Engineer
Skills
APIApplication SupportCustom ReportsCustomer ServiceLearning Management SystemsTroubleshooting
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 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
Day to day
- 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