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Customer Support Engineer

2 months ago

Remote, Oregon, United States ControlUp Full time

Are you highly motivated? Do you care about providing a great customer experience? Then consider a career at ControlUp

Our Global Customer Support Team is growing and we are looking for a new Support Engineer with deep EUC experience to join our ControlUp US Team

The Role:

The primary responsibilities of our Global Customer Support team are to assist customers and prospects with troubleshooting and remediating issues in implementing our suite of applications. Our GCS engineers engage with customers and prospects via chat, e-mail, and remote sessions to resolve issues and deploy solutions to help our customers realize our software suite's full potential. GCS Engineers work closely with the Customer Success team to ensure our customers are receiving the greatest value from their ControlUp investment.

Who We're Looking For:

ControlUp GCS Engineers are experienced IT Professionals who are deeply knowledgeable in IT Operations. We are seeking strong communicators and collaborative team players. People who excel in this role, love solving puzzles and see themselves as lifelong learners, strive to go the extra mile, and aren't afraid to take initiative. You must be highly organized and be able to define priorities and quickly respond to customers.

Responsibilities:

· Support customers through break/fix issues, upgrades/deployments, integrations, and utilization

· Leverage your knowledge and experience to analyze customer environments and provide feedback on best practices

· Provide ad-hoc assistance to Customer Success Managers, Account Executives, and Professional Services

· Produce regular feedback to management for process and practice improvements

· Maintain current knowledge of the entire ControlUp product portfolio

Requirements:

- 3+ years of experience working in a fast-paced IT Support Environment

- Working knowledge of VDI solutions (Citrix/VMware/AVD)

- Strong knowledge of Windows OS/Networking

- PowerShell/Scripting Experience

- Exceptional interpersonal and communication skills

- Attention to detail, accuracy, proactivity, and the ability to anticipate needs.

- Positive attitude and very customer-centric.

- Occasional International travel

Preferred Qualifications:

· Previous experience working with / for SaaS companies

· Mac/Linux Familiarity

· SAML/SSO/MFA experience

· Fluency in other foreign languages

· Candidates located in the Western US