Technical Support Specialist

4 weeks ago

Austin, Texas, United States Camp Full time
Job Summary

We are seeking a skilled Technical Support Engineer to join our team at CAMP Systems. As a Technical Support Engineer, you will be responsible for addressing complex customer technical issues through effective diagnosis and collaboration, ensuring timely resolutions. The role involves software installations, upgrades, database refreshes, and troubleshooting using advanced SQL.

Responsibilities
  • Own, troubleshoot, and solve complex customer technical issues through effective diagnosis, resolution, collaboration, and troubleshooting best practices.
  • Provide support and manage customer inquiries via Zendesk and Dialpad, addressing incoming service requests, including those on the Customer Emergency Support line.
  • Investigate and resolve escalated technical issues from product support teams, ensuring timely and effective solutions are provided, while coordinating with cross-functional teams to address complex problems and improve product reliability.
  • Perform installations, upgrades, and migrations of CORRIDOR software.
  • Perform Database refreshes to keep Customer Test Environments up to date.
  • Utilize advanced SQL queries for troubleshooting issues, analyzing system performance, and updating data to maintain database integrity and support operational efficiency.
  • Collaborate with peer Technical Support Engineers to escalate incidents and notify management about priorities and critical issues.
  • Deliver clear jargon-free guidance to clients by identifying problems, conducting research, and providing step-by-step corrective measures promptly.
  • Implement and maintain operational processes and procedures.
  • Reproduce and meticulously document bugs, as well as gather detailed information for feature requests, aiding in their resolution and enhancement, contributing to continuous software improvement.
  • Contribute to an extensive knowledgebase by creating and updating procedural documents, FAQs, known errors, etc., facilitating a comprehensive resource for the team.
  • Execute assigned customer support tasks in adherence to Service Level Agreements (SLAs) and other Software Maintenance Agreement timelines.

Requirements
  • Preferably hold a Bachelor's degree, although candidates with an Associate's degree or equivalent from a two-year college/technical school, coupled with at least five (5) years of related work experience, will be considered.
  • Advanced proficiency in SQL, including writing complex queries, optimizing database performance, and managing data transformations, essential for in-depth data analysis and resolving database-related issues.
  • In-depth knowledge of Windows Server administration and troubleshooting tools, such as event viewer reviewing application logs.
  • Proficient in managing and configuring Microsoft Internet Information Services (IIS), including setting up web servers, managing websites and applications, and ensuring optimal performance and security of web services.
  • Must be comfortable using and learning complex software applications with the capability and desire to teach others how to use our software solutions to solve their business needs.
  • Independent and highly productive, capable of operating efficiently from both the company office and a remote work environment.
  • Willingness to be on-call beyond regular business hours and weekends, participating in rotational after-hours support.
  • Strong team player, actively contributing to the collective learning, growth, and success of the team.
  • Exceptional verbal and written communication skills, catering to internal team members and customers alike.

Preferred Qualifications
  • Hands on experience with client/server software systems, SQL, Microsoft Server, Oracle databases, IT networking standards, Microsoft Remote Desktop, hardware/software troubleshooting in remote user environments, and enterprise SaaS software solutions (including CORRIDOR).
  • Previous experience in with Zendesk, Jira, Confluence, and Microsoft teams.
  • Exposure to preparing and presenting basic software training materials.
  • Exposure/experience in preparing and presenting software training information.
  • Knowledge and/or experience of aviation industry.
  • Bilingual communication skills are a plus.

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