Customer Support Engineer iControl
Department: Customer Support
Reports to: VP of Customer Support
Classification: Fulltime or Contract to Hire
Essential Duties and Responsibilities:
? Tier 3 customer support
? Must be an Individual contributor
? Troubleshooting and solutions resolution
? Ability to thoroughly analyze and understand the iControl product and steps for implementation in all customer
? Work with developers to identify and resolve more complicated problems
? Address urgent issues quickly
? Participate in a rotating on call schedule.
? Document required bug fixes, end-user feature improvements, and operations feature improvements
? Act as customer advocate in the product development process
? Provide feedback from customer users to product team
? Work with customer employees and consultants, including business managers, project managers, QA
personnel, data center engineers, operations managers and support managers
? Adhere to support SLAs with multiple partners.
? Establish and maintain excellent customer satisfaction.
Job Knowledge, Skills and Abilities:
? 0 - 3 years experience as a Support Engineer in a high tech industry
? Excellent customer facing skills.
? Ability to write clearly and implement processes and procedures related to technical support training and
? Ability to create professional presentations.
? Must have strong problem-solving and analytical skills.
? Ability to troubleshoot system problems from a customer perspective.
? Ability to work independently and within time constraints.
? Must be highly organized and attentive to detail.
? Must be adaptable to changing schedules and projects.
? Self-Starter - ability to quickly learn new tools and products. 2
? Excellent time management skills to multi-task across multiple simultaneous projects
? Proven initiative and ability to think beyond ?outside of the box".
? Experience/familiarity with various types of CRM software a plus.
? 2+ years support experience with network infrastructure products and expertise with advanced TCP/IP
networking concepts with the ability to decipher TCP dump to identify problem.
? Experience with RF technologies: ZigBee, Z-Wave, IP networking and routing protocols with packet
tracing/sniffing a plus.
? Minimally 2+ years of UNIX/LINUX experience with intermediate level background.
? Familiar with networking and generic network topology, in terms of best practices in setting up different layers
of networking elements, Firewall, Load Balancers, Layer2/3 Switches, etc.
? 2+ years experience with one or more programming and interpreting languages: Perl (preferred), Shell, Python,
? 2+ years of experience with relational database, i.e. Oracle, and ability to write SQL scripts to manipulate
transactional data in a presentable format.
? Familiar with HA and geo-redundant application deployment methodology.
? Excellent time management skills to multi-task across multiple simultaneous projects.
Education and Experience:
? BS in Computer Science, Electrical Engineering, Computer Engineering, MIS
? 0 - 3 years experience as a Support Engineer in a high tech industry.
? Not Required
? Some physical effort required.
? Regularly required to sit, stand, bend, reach, climb and move about the facility and our
? Required to lift small boxes (less than 35 pounds)
? Minimal travel required
? Required to perform other duties as requested, directed or assigned.
? Required background investigation (www.hireright.com)
Related Keywords: technical support, support engineer, customer support, customer service, troubleshooting,
analysis, problem solving, customer issues, problem resolution, and engineering support.
||Austin, TX |