Client Escalation Support Engineer / Tech Support Engineer Good Technology
Good Technology is the leader in secure enterprise mobility solutions on today?s most popular mobile devices?such as iPhone, iPad, Android and Windows Mobile?protecting both company and personal data. An exceptional user experience enhances productivity, wherever people need access. Our customers include more than 4,000 organizations worldwide, including FORTUNE 100? leaders in financial services, healthcare, retail, telecommunications, manufacturing, legal, and government. Learn more at www.GOOD.com.
Client Escalation Support Engineer / Tech Support Engineer
Keys to success:
Great communication skills
Ability to multi-task, good organization skills, persistence, patience
Technical aptitude in resolving complex technical server and/or networking issues
Analyze diagnostic log files from iOS and/or Android device and/or Windows Phone 7 or Windows Phone 8 platforms to determine appropriate steps for the Technical Support team to restore service to customers.
Provide root cause analysis of customer issues.
Develop workarounds to existing product lines when applicable.
Train and lead other Escalations Engineers and/or senior Technical Support Engineers.
Provide an engineering interface to the Technical Support team.
Bachelors degree from an accredited college or university
Required Skills & Experience:
3-5 years in a support role; 5+ years work experience, ideally in software development, sustaining engineering or Technical Support Tier 3.
An aptitude for solving complex issues.
An ability to read and analyze log files and correspond trace messages to Objective-C, C, C++ or Java source code.
Bonus Points for:
Ability to read and understand Objective-C, C, C++, Java source code.
Networking experience is a plus.
Ability to read and write Perl scripts.
Software Development experience is a plus.
3+ years IT experience is a plus.
2+ years Microsoft Exchange Configuration experience is a plus.
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