Technical Support Engineer

Job Title:           Technical Support Engineer   

Location:          Remote/Virtual

Reports To:      Manager, Technical Operations

Your Role:

• Proactively communicate and document issue status to internal teams and customers.
• Track and manage issues using standard tools such as Salesforce and Jira.
• Prioritize issues of varying severity and effectively manage the resolution or escalation of all issues within accepted service levels.
• Apply technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer reported problems
• Partner with Technical Operations, Success Management, and Implementation teams to escalate and resolve cases that have significant business impact to the customer and/or Intradiem.
• Exercise sound professional judgement in analysis of customer issues in order to provide timely resolution.
• Provide excellent customer support while troubleshooting technical issues via phone, web-based tools and email.
• Conduct all business in accordance with Intradiem policies and procedures.
• Perform all other duties as assigned.

Your Background:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 2-5 years of experience in a technical product support, development, or in a troubleshooting capacity.
• 3+ years of experience in the following areas
  • SAAS support
  • Microsoft SQL Server
  • Creating SQL Queries
• Experience with troubleshooting tools like Fiddler, Wireshark, Debugview, or Process Monitor.
• Experience with Call Center software or Workforce Management.
• Familiarity with software applications and troubleshooting tools.
• Knowledge of networking protocol
• Salesforce or other comparable CRM experience.
• Strong systems administration experience in Windows operating systems.
• Proven analytical and problem-solving skills within a technical environment.
• Exceptional communicator with the ability to convey information clearly and concisely in both written and oral form.
• Must be customer-focused and service-oriented with the ability to thrive in a team environment.
• A sense of urgency to serve and contribute to customer success.
• Ability to collaborate with team members and others within Intradiem to resolve support issues.
• Capability to empathize and adapt to new and different situations by reading the behavior of customers.