Customer Support/Technical Support Engineer Palamida

Responsibilities

The Customer Support/Technical Support Engineers role is a critical hands-on, customer facing support role. Using their in-depth product knowledge, Palamidas Customer Support/Technical Support Engineers provide accurate and timely information to our clients and partners while also supporting internal audiences such as the sales, service, and marketing groups. The Customer Support/Technical Support Engineers duties include:

- Answering technical inbound questions from customers via, phone, chat, e-mail, and website communications.
- Providing technical support to the field sales force on product related questions.
- Providing phone assistance to customers on product installation, configuration, and use.
- Logging and following up on customer issues / tickets.
- Logging and following up on product bugs and requests for enhancements.
- Providing detailed feedback on communications to management regarding support issues in order to improve product reliability and ease of installation.
- Providing specifications and assistance to the quality assurance efforts to build use cases for testing based on information gathered in the field.
- Working with other team members to respond to forums to ensure accurate solutions are presented for issue resolution.
- Manage the delivery of projects both individually and through others.

Qualifications

- Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or Business Administration.
- 3 to 5 years of full time work experience in a related field.
- General working knowledge of computer systems, networks, peripherals, and hardware.
- Experience with Java, C/C++ and other application development languages.
- General working knowledge of LINUX, Windows, or other operating systems.
- Ability to think in a logical and systematic way to solve problems, incorporate suggestions and create solutions.
- Ability to rapidly learn new technologies and network techniques on the job.
- Excellent verbal and written communication and interpersonal skills.
- Excellent time management skills.
- Self motivated and able to work independently or as part of a team.
- Must be either in or willing to move to San Francisco area.

Desirable:

- Preference will be given to candidates that are intelligent, ambitious, and have a desire to help others succeed.
- Previous experience in a product analyst, or product support role.
- Previous experience in medium to large enterprise software organizations (i.e. Oracle, Microsoft, SAP, Peoplesoft, etc.)

Location:	215 Second Street First Floor San Francisco, CA 94105 United States