We are looking for Senior Technical Support Engineer to provide enterprise level software support for our customers.
Job Description
The position combines software knowledge and customer service expertise necessary to solve the issues that the customers are facing with our software products.
This is not Help Desk or Level 1 support. You will investigate or own the investigation of the problems in order to provide solutions and clarifying information.
The Software Support Team works on a “follow-the-sun” model, so you will be expected to work late shifts (4PM – 1 AM).
The Software Support Team will install Continuity Engine in customer environments.
Key Responsibilities
Provide support and deliver professional services to customers via phone, email and remote sessions, etc.
Investigate the incidents and provide documentation, information, workarounds and software patches to solve the ticket.
Perform detailed analysis and technical investigation of any data available (especially software logs) in order to find a resolution.
Recreate customer environment in the internal Lab for troubleshooting the problem.
Manage customer expectations of response time and issue resolution.
Escalate those incidents which do not have a known course of action or need Development involvement for problem fixing.
Initiate and own follow-up actions to prevent incidents from recurring.
Promote discussion of observed issues to ensure team awareness, identify areas of potential concern, and recommend courses of actions to rectify these.
Update and create new Knowledgebase articles.
Attend regular training in order to maintain awareness of all the company products.
Test and review new product developments to ensure supportability.
Ensure that all quality procedures and guidelines are adhered to and suitably maintained.
Minimum Requirements
Experience in installing, configuring, and managing Windows Servers.
Good networking knowledge: TCP/IP, Routing, DNS, DHCP, Active Directory, LAN, WAN.
Experience in configuring server applications such as Exchange, SQL, File Server, IIS, SharePoint, etc.
Experience with VMware, Hyper-V and other virtualization technologies (Citrix, etc.).
Microsoft and VMware certifications are a big plus.
Experience in working with Backups and Storage is a plus.
Good problem-solving skills and attention to details.
Organized, analytical and methodical.
Highly reliable; can-do attitude; team player.
Excellent oral and written skills in English.
Excellent oral and written skills in Portuguese is big plus.
