Senior Technical Support Engineer Silver Spring Networks
THIS JOB HAS EXPIRED Tracking Code
The Senior Customer Support TSE will be responsible for providing technical support and timely solutions to technical problems to Silver Spring Networks customers in a professional manner.
Provide technical support to SSN partners and customers on current and future SSN products via email, web and telephone.
Understand, troubleshoot, diagnose and resolve customer issues.
Primary case owner for entire life cycle including customer communication for status updates
Record, update and manage all assigned service requests leveraging SSN?s CRM.
Identify known issues, hardware, and software problems.
Adhere to SSN?s documented escalation guidelines.
Effectively manage many different tasks simultaneously.
Duplicate Field problems. Use diagnostic aids, tools and appropriate lab equipment as necessary to verify that problems are properly resolved before recommending change to customers.
Coach and assist during troubleshooting and training for the Associate Customer Support TSE and CS team members on SSN current and future products.
Assist in training new CS TSEs.
Assist in improving and creating processes and procedures to improve quality and productivity in CS team
Document steps for technical Change Controls.
Review documentation on new products for accuracy and usability
Extensive knowledge on all SSN products
Provide feedback to Engineering for product improvement
Special project assignments from manager
May be asked to participate in screening potential job candidates
Create technical support documentation
Review and edit Tech Notes and knowledgebase articles
Redwood City, California, United States
||575 Broadway Street |
Redwood City, CA 94063
THIS JOB HAS EXPIRED
We are a highly innovative, committed team, collaborating to make a difference in the world. Our rapid growth, passion and high energy create a somewhat chaotic and intense environment, yet we are very focused on our customers and meeting our commitments. We are smart, creative and hard-working, and believe the work we do and the people we work with are fun. Silver Spring Networks had their IPO in March of 2013 and we are not looking back.
Investors: Foundation Capital All Jobs: at Silver Spring Networks
|Headquarters:||555 Broadway Street|
Redwood City, CA 94063
|Industry:||Cleantech / Energy|
|Company Profile:||With more than ten years of experience, Silver Spring Networks is the leader in networking technologies that modernize today's power grid. We have delivered more than 16.5 million Silver Spring-enabled devices, which our utility partners rely on, in concert with our software and services, to improve energy management and efficiency. Silver Spring securely connects consumers and utility providers through powerful and proven energy networks that can be easily expanded as needs evolve.
Our open, standards-based networking solutions enable all energy devices, from in-home energy devices to smart meters to load control devices, to connect together to deliver the highest performance possible. By connecting homes and businesses directly with their local utility, we help everyone manage and integrate renewable energy sources better, bringing greater energy efficiency to the planet and our world - brilliantly.
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