Technical Support Engineer resolving complex SaaS, payment, hardware, and integration issues for Commerce7 winery customers. Troubleshooting APIs and mentoring Level 1 support.
About the role
- Customer Support Engineer diagnosing broadband software and network issues for global service providers. Providing bilingual English-Spanish support, documentation, training, and technical escalations.
Responsibilities
- Provide pre- and post-sales technical support via email, phone, and remote access
- Deliver customer presentations, training sessions, and demos
- Write and proofread self-help documentation and knowledgebase articles
- Escalate customer issues when appropriate
- Collaborate cross-functionally with Engineering and Marketing on product development
- Participate in developing RCA documents
- Report and qualify JIRA issues for Product Teams
- Develop tools and scripts to automate Support processes
- Troubleshoot complicated network problems independently and collaboratively
- Learn new technologies and tools
Requirements
- Bilingual English and Spanish
- Post-secondary degree
- 2 years of relevant working experience
- Intermediate knowledge of DHCP and DNS protocols
- Intermediate operational knowledge of Linux and/or Solaris administration
- Intermediate knowledge of network and TCP/IP protocols
- Experience troubleshooting large databases such as Oracle, Postgres, MySQL, or Mongo
- Working knowledge of REST APIs, SOAP, XML, and SDK implementation
- Comfortable working from a home office and customer site when permitted
- Availability for meetings and collaborations outside your time zone and at times after-hours
- Availability for on-call rotation and pager-duty
- Nice to have: experience writing scripts in Perl, Bash, Python, or another shell language
- Nice to have: knowledge of DOCSIS, PacketCable, SIP, or TR-069 / User Services Platform (USP)
- Nice to have: previous technical support or help desk experience
- Nice to have: experience with Zendesk
- Nice to have: experience configuring routers and switches
Benefits
- Ongoing learning
- Comfortable working from a home office
- On-call rotation and pager-duty availability arrangements
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