Software Support Engineer Spiceworks
Who you are: Want the chance to work directly with software users, so you can revel in the joy of helping them troubleshoot any issue? Like to work on a team that provides a nearly impossible level of support? Spiceworks just might have an opportunity for you! We?re on the prowl for a Software Support Engineer who knows that there?s no such thing as a one-size-fits-all answer. We?re looking for someone who?s ready to advocate on behalf of our 2 million+ user base and dig down into the ?why? behind every issue. If you?re ready to give our users a complete solution (and provide feedback to our dev team for bug fixes and new features)? Spiceworks just might be calling your name!
Who we are: Spiceworks is an energetic, one-of-a-kind software company based in Austin, Texas. Our innovative model combines a network management app with a force-to-be-reckoned with Community of IT pros from all over the globe. Our goal is to simplify ?everything IT? by helping our users do their jobs, share tips and tricks, and connect with the tech vendors who sell them products. Given that we?re growing by over 2,000 users per day, it?s no wonder we?ve been called the ?fastest growing social business app in history!?
What you?ll do: As a top-notch Spiceworks Support Engineer, you?ll learn everything there is to know about the Spiceworks app, and you?ll put that knowledge to use in supporting our growing community of IT pros.
You?ll provide support for our users by working on the support forum in the Spiceworks Community, chatting back and forth via email (or over the phone/remote session) to get tough issues knocked out. You?ll help create workarounds to help us balance the wide variety in our user environments with the app's limitations, and then explain those solutions as clearly and concisely as possible to users and your other team members. We need someone who will go all-out with each user, leaving them saying ?that?s the best software support experience I?ve ever had!? In other words, you?ll eat, drink, and live the support life ? and you?ll have a blast doing it!
Responsibilities: What will I do?
Dig deep and become an expert on the Spiceworks app
Provide top-notch technical support for our users
Troubleshoot and tailor solutions to each user?s environment
Stay calm, cool, and collected when standard procedures don?t go as planned and create snappy, resourceful workaround procedures to fix the problem instead ? like a champ!
Play time-keeper to make sure issues are resolved quickly and efficiently ? and don?t forget to track and monitor each step of the issue on its way to resolution or escalation.
Team up with our product and dev teams to help squash bugs and resolve issues in the application.
Work one-on-one with our users and rep Spiceworks with pride!
Qualifications: What does it take to do this job?
1-3 years of Technical Support experience
1 or more years of system/network administration experience
Knowledge of Windows operating systems (Windows XP, Server 2003/2008, Vista, Windows 7/8)
A solid understanding of network technology and related concepts/protocols (WAN, LAN, DNS, DHCP, SNMP, TCP/IP, HTTP, SMTP, IMAP, POP3, EXCHANGE)
A passion for helping users solve their problems ? some might say you were a teacher in your former life!
Strong curiousity ? you want to dig deep into problems and learn our product from top to bottom
Out-of-this world communication skills ? you have a talent for explaining technical concepts clearly and concisely via email
Friendly, upbeat attitude!
Preferred ? but not required:
Previous Spiceworks experience
Database familiarity/experience (SQLite)
Active Directory administration experience
Active participation in computer-related Internet Communities
Ruby programming experience
Fluency in German, Spanish, French, and/or Italian
||9005 Mountain Ridge Drive |
Austin, TX 78759