Senior Technical Support Analyst

7 days ago


Cheektowaga, United States Dejero Labs Full time
Job Summary

We are seeking a highly skilled Technical Support Analyst to join our 24/7 global support team at Dejero Labs. As a key member of our technical account management team, you will be responsible for resolving critical customer issues with care and providing exceptional technical support.

Key Responsibilities
  • Set-up, configure, and troubleshoot system components and network issues
  • Become familiar with the Knowledge Centered Solution workflow and document incidents to improve our products, services, and support
  • Clearly document incidents in order to improve our products, services, and support
  • Provide product training to customers
  • Manage and improve overall technical knowledge for Dejero, including but not limited to: product documentation, training materials, and Knowledge Base articles
  • Write SQL queries to determine patterns for deep-dive analysis
  • Champion issues with Development to resolve issues and improve our products
  • Analyze and recommend process improvements for your peers
  • Field incoming calls and emails from customers, providing immediate assistance and where possible, find a resolution to urgent problems in the field
  • Work is on a rotating shift with weekend on-call responsibilities every couple of months
  • Work with the Sales team to act as a technical resource and provide opportunities for increased account engagement
  • Travel to tradeshows, where necessary, to provide expertise to current and prospective customers
  • Leads interdepartmental meetings in place of Manager, where appropriate
  • Acts as Team Lead, where appropriate, covering absences or vacations for Manager
  • Act as Escalation Prime for escalations and provide feedback to analysts
  • Evaluate analyst performance and provide feedback where appropriate.
Why Join Dejero Labs?

We offer a dynamic and inclusive work environment that values innovation, teamwork, and continuous learning. As a Technical Support Analyst at Dejero Labs, you will have the opportunity to develop your skills and expertise in a fast-paced and challenging role. Our team is passionate about delivering exceptional customer support and we are committed to providing a barrier-free application and interview process for all candidates.

Requirements
  • 7 years of technical support experience in the IT, Broadcast Cable and/or Network industries
  • Proven track record of technical support with both hardware and software
  • Strong knowledge of all things networking such as: routers, switches, TCP/IP, and firewalls
  • Curious attitude with how things work. You probably took your parent's things apart with a screwdriver
  • Very strong problem-solving skills
  • Ability and willingness to travel on occasion (Proficient with Linux)
  • Experience in writing or modifying shell scripts using Bash
  • Brave, adaptable, calm under pressure — you're unafraid to operate in high-pressure, chaotic situations
  • High attention to detail. You spot mistakes and are not afraid to fix them.

Bonus points if you have experience with:

  • Strong Networking Knowledge, configuring and troubleshooting network problems
  • The ability to speak multiple languages
  • Familiarity with major cloud technologies


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