Customer Experience Technical Expert

5 days ago


Mountain View, California, United States Confluent Full time
Job Overview
As an IT Support Engineer at Confluent, you'll play a critical role in delivering exceptional technical support and customer service to our global team. With a focus on innovation and continuous improvement, we're seeking a talented professional to join our team and drive success.

Main Responsibilities
* Provide proactive and reactive IT Support to Confluent employees worldwide
* Troubleshoot complex technical issues, providing expert solutions and guidance
* Develop and maintain technical knowledge and expertise in areas such as wireless networks, audio and video conferencing, and SaaS applications
* Collaborate with users and staff to understand, identify, document, and resolve problems efficiently
* Ensure timely resolution of issues or escalate on behalf of users to IT leads or managers

Requirements
* 2+ years of providing hands-on and remote IT Support, including wireless network troubleshooting, audio and video conferencing, remote collaboration tools, and printer support
* 2+ years of experience in the Information Technology Field
* 2+ years supporting, working with, and administering at least one of the following SaaS Applications: Google Workspace, JIRA, Okta, Zoom, Office 365, and Slack
* Experience with Jamf Pro, Intune, and other MDM platforms
* Network troubleshooting experience with Ruckus, Meraki, etc.
* Familiarity with Atlassian products and other ticketing platforms
* Excellent communication skills: detailed case notes and KB articles, and ability to articulate complex concepts into noncomplex jargon
* Curiosity for tech with a strong desire to learn and develop new skills
* Understanding of standard IT processes such as asset management, employee lifecycle, etc
* Strong dedication to developing technically and delivering world-class customer service
* In-depth knowledge supporting Windows & Mac Operating Systems

What We Offer
* Competitive hourly rate: $25-40
* Comprehensive benefits package, including Confluent Benefits

Diversity and Inclusion
We're committed to building an inclusive global team representing diverse backgrounds, perspectives, beliefs, and experiences.

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