Senior Technical Support Engineer Silver Spring Networks
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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