Senior Technical Support Engineer

Job Description Summary

Do you thrive in a startup vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you! We are now going back to our roots as a standalone business unit to focus on our SaaS business-an area where we see growth potential. This business unit is unique, and we certainly aren't afraid to stand out from the crowd and tackle the bigger competitors.

As a Senior Technical Support Engineer, you will focus on in-depth problem analysis of the company's products and its integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and resolve technical issues, while prioritizing and performing tasks with effective use of team resources and managing the quality of your own work.

Your goal is to deliver industry-leading technical support to customers via chat, email, or phone, resulting in high customer satisfaction and well-documented resolutions.

Role Overview :

Now, let's get to the details.

• Answer complex-level incoming customer support requests in a fast-paced environment.
• Assist customers with issues ranging from product training to troubleshooting.
• Mentor new hires, assist junior team members with any projects assigned, determine initiatives, and identify potential issues.
• Understand customer requirements and make recommendations based on best practices and ideal configurations. Proactively identify the best approach for retaining business based on the client's situation and de-escalates potential escalations.
• Take ownership while working independently answering product questions and providing moderately complex technical support. Validate / identify potential bugs to be reported.
• Performance is primarily measured through CSAT Scores / customer feedback, Knowledge Center System usage, as well as schedule adherence, contributions to the team, mentorship to new engineers, and other Key Performance Indicators.
• Case Documentation : Follow department protocol regarding case management and record details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Descriptions, Internal Notes, etc. into the ticketing system accurately.
• Knowledge Center System [Validator] - Work closely with contributors and auditors to collaborate on KCS assignments. You serve as the primary line of defense to safeguard the overall health of the knowledge base. You are responsible for publishing articles internally and externally after validating they are technically accurate and meet content guidelines. Additional responsibilities include : searching and reusing content when available and creating new knowledge articles when required, attaching content from multiple sources to cases as a resolution while ensuring the information referenced in the case is accurate and up to date and contributing to maintaining the information current across multiple platforms and content channels.

Your Superhero Uniform Includes :

Ability to setup and troubleshoot Storage Zone Controllers, SSO, and Load balancers with little guidance from documentation.

Your Superhero Strengths Include :

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.