Technical Support Engineer

2 weeks ago

Conshohocken, United States ORS Partners Full time

Overview:

We are currently seeking a Technical Support Engineer provide enterprise-wide support and implement processes to support our users. As we scale our platform and team the Technical Support Engineer will develop a tiered support program to accommodate the growing needs of the platform..

We are looking for a self-motivated person who is experienced in working within a tiered support program and can bring best-in-class insight into developing and rolling out such a program.

As the program is built, we are looking for someone who is willing to take ownership of technical issues, reported externally and internally, and see those problems through to resolution. Ideal candidates will be comfortable researching, diagnosing, troubleshooting, and identifying solutions to resolve any technical issues presented. S/he must also be able to follow standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction.

The position will report to the Director of Engineering and is located in our Conshohocken, PA office. Remote 2 days / week.

About Us We are a small-but-growing team based out of Conshohocken, PA across from Spring Mill Train Station. We are a supportive team that believes strongly in collaboration, communication, and creating innovative solutions to complex problems. As a company we firmly believe that family comes first, with everyone from our leadership on down exercising flexible hours to give school events, little league games, and family outings priority with no questions asked. Were deeply invested in our work and seek to work with folks just as self-driven and passionate about our craft as we are. DrayNow is rapidly disrupting the logistics Industry by solving the first and last mile problem, starting with the intermodal freight segment. We are the first to create a real-time marketplace for the expanding intermodal freight segment of the shipping market that facilitates frictionless real-time interactions connecting Truckers and Customers to seamlessly haul intermodal loads throughout the United States.

Responsibilities:
  1. Technical Support
    1. Act as an initial point of contact for system and device related concerns from customers and employees.
    2. Strong technical skills needed to research, diagnose, troubleshoot, and identify solutions to a user issue.
    3. Collaboration with internal team members to facilitate when handoff is required for unresolvable issues.
    4. Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to users.
    5. Superb written communication skills to ensure proper recording of user interactions and closure of all presented issues.
    6. Commitment to documenting knowledge in the form of knowledge base tech notes and articles.
    7. Keep track of system issues and adhere to the agreed timeline until an issue is resolved.
  2. Documentation and self guided support
    1. Document commonly occurring support issues to help prioritize platform updates that address the most commonly occurring issues.
    2. Build a knowledge base for internal and external users that walk users through common support issues that require education as opposed to a fix.
    3. Comfortable working in and assisting others through help desk and knowledge base software, such as Zendesk or Confluence.
  3. Build tiered support program
    1. Build tiered support program and process to receive, triage, and route issues reported to the support team.
  4. Engineering knowledge
    1. Familiarity with dashboards, logs, and observability tools used to check software health and diagnose problems.
    2. Basic understanding of APIs, REST, and RPC.
    3. 1 year of experience developing software in a modern programming language.
    4. Ability to create, run, and troubleshoot tests.


Qualifications:
  • Bachelors degree in Information Technology, Computer Science, or similar
  • Significant work experience in technical support, IT support, or as a technical engineer
  • Aptitude for problem-solving
  • Excellent client-facing/customer service skills
  • Excellent written and verbal communication skills
  • Ability to focus and follow-through to resolution of issues

Here is what we offer:

  • Medical, Dental insurance
  • Unlimited PTO (Vacation, Holiday, Sick)
  • 401(k)
  • Life Insurance, Disability
  • Bonus potential

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