Technical Support Engineer

2 weeks ago

Dallas, United States Appspace Full time

Your Role as a Technical Support Engineer:

Seeking a resourceful, detail-oriented, and IT savvy individual to fill the position of Technical Support Engineer. This role is responsible for providing advanced troubleshooting for Appspace customers regarding a variety of software, hardware, network, and security issues. The successful candidate will be self-motivated, patient, and able to accomplish multiple tasks at once with little supervision.

A Day in the Life of a Technical Support Engineer:

Provide first response and technical support issue resolution via chat, email, phone and remote sessions.

Ask appropriate fact finding questions to clearly identify and understand the client’s issue while helping to isolate potential root cause.

Escalate cases requiring advanced technical skill.

Advise customers on network related requirements - including firewalls ports & basic TCP/IP settings when appropriate.

Serve as the client’s subject matter expert for the Appspace platform and app

Identify operational issues via retrieval and evaluation of errors and logs

Problem solve and embrace technical curiosity to research issues when needed

Stay organized and document all customer interactions using company CRM (Salesforce) and related tools

What You’ll Need:

Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure

Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices desired

Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments

Working knowledge of databases such as SQL or MY SQL.

Understanding of TCP/IP networking, DNS and proxies is a plus

Proficiency in Microsoft Outlook & office suite

Basic experience with graphic design and/or video editing suites not required, but a plus

Excellent written and verbal communication

Outgoing, helpful, and passionate about providing excellent customer service

Prior experience in a technical support capacity (Support Engineer, etc.) and/or software support strongly preferred

Bachelor’s degree or equivalent/related work experience(2-5 years)

Working knowledge of JIRA and Salesforce preferred

The Perks of Working for Appspace:

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include:

Generous PTO

Flexible work schedules

Remote work opportunities

Paid company holidays

1/2 Day Fridays

Appspace Quiet Fridays (No non-essential internal meetings scheduled)

A casual dress work environment

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