Support Engineer Symplified, Inc.

You are an individual sought out by friends and family for answers about technology and the internet. You enjoy working with other professionals to diagnose technical problems and resolve them. Learning is your credo and making stuff go is one of your thrills.

You have passion for next generation web architecture and application security. You often muse about the inner workings of the internet, browsers, and systems. You thrive as a vibrant high participating part of a team. You can switch contexts easily, and keep track of multiple issues while remaining cool as a cucumber. Helping define a new process is comfort food to your professional soul. You make it all seem easy and customers are grateful you're there, even though you had to navigate the rapids of technology while dealing with the currents of customer mood and experience level.

What you get to do every day:

• Interact with customers to identify and diagnose issues, manage escalations, and keep customers apprised of status


• Work closely with the development, service delivery, and quality assurance teams to understand the challenges, solutions, and bugs our customers face


• Support internal customers including service delivery and system engineering, sharing in their success


• Define new processes to increase team efficiency


• Create new technical tools to enhance customer experience


• Assist the sales team with technical questions during pre and post sales situations


• Perform diagnostic tests to assure that all systems are fully operational prior to final deployment


• Root cause analysis of any issues that occur - including misconfigured gateway to null cookie name to an obscure LDAP error and anything that might require packet sniffing


• Work with LDAP to configure and diagnose identity and provisioning solutions


• Investigate http headers to troubleshoot web application sessions and any problems with SSO initiation


• Expand your knowledge of cloud, security, and identity technologies

What you bring to the role:

• A desire to please your customer and satisfy them throughout the process, no matter what it takes


• Intermediate to advanced troubleshooting techniques


• Technical experience in web applications and network architecture


• The desire to continually learn and advance professionally within the team


• Basic to Intermediate Linux command line skills. Tail is not the thing on the end of a donkey, and less is not a bad thing


• A working knowledge of browser technologies, and an ability to read HTML


• You know when to escalate issues to management


• The seven layers are not a burrito or dessert bar, the OSI model guides your understanding and troubleshooting techniques


• Fast-paced technology growth is thrilling, and you are eager to contribute in a major way to the company success


• Great communication skills both written and verbal


• Collaborative, upbeat work ethic where you can take ownership and have fun

Compensation:

• Salary dependent on experience


• Stock option plan


• Benefits Include: Medical, Dental, 401(k), Life Insurance, Bus Pass, Gym Membership, Paid Volunteer Hours, and more

Flexible Location:
Employment Type:	Full Time
Functional Area:	Other