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Product Support Engineer

2 months ago

Miami, United States Xcontrol Full time

Xcontrol seeks a Product Support Engineer to join our South Florida team. In this role, you will be responsible for the deployment and support of our products to clients around the world. You will work on a variety of projects, from new product deployments to troubleshooting issues in live environments. You will also be responsible for communicating with clients and providing them with technical support.

Responsibilities

- Work at our South Florida Helpdesk, responding to live support tickets.

- Troubleshoot and resolve issues pertaining to Xcontrol software solutions that may be reported by clients.

- Work closely to mitigate identified risks proactively.

- Aid in the remote deployment of Xcontrol software solutions and upgrades to client labs and production environments.

- Maintain documentation of all deployments and troubleshooting efforts.

- Work with project teams providing support for Xcontrol projects they may be executing in order to support timely project completion.

Education

Minimum of Associates or Bachelor's degree in information systems, management information systems, computer science or related field.

Experience

Minimum of 2 years of experience in helpdesk work, IT support role or other similar type of functions.

Skills

- Ability to work in a real-time environment with excellent troubleshooting skills.

- Sound decision-making skills with ability to effectively support customers in a demanding environment.

- Excellent written and verbal communications skills.

- Strong collaboration skills.

- Ability to handle multiple assignments under pressure while maintaining professional composure, managing solutions to complex technology problems.

Availability

- Available to work weekly in our South Florida office, with the possibility of working some days from home.

- Ability to work irregular shifts (nights or weekends) either in a rotation or consistently.

Nice to Haves

- Experience in cruise industry technology delivery.

- Ability to triage performance issues on Windows and Linux servers.

- Ability to triage connectivity issues in Layer 2 / Layer 3 networks.

- Experience with Docker containers.

- Experience with Jira and Confluence.

- Experience working with Palo Alto or other enterprise-grade firewalls.

- Experience working with VMWare or other virtual server hosting environments.

- Experience with Oracle and/or MSSQL databases and/or SQL Queries

If you are a highly motivated and experienced Product Delivery and Support Engineer, we encourage you to apply. We offer a competitive salary and benefits package.