Technical Support Engineer Industry Weapon
THIS JOB HAS EXPIRED The Technical Support Engineer (TSE) is responsible for direct interaction with Industry Weapon?s customers, channel partners and internal teams in support of new and existing products and services. The TSE works closely with internal groups (Support, QA, Design, Engineering) to help understand, isolate and resolve problems as well as facilitate the delivery of project resources and needs.
Provide support across customer and partner sites that are in compliance with support agreements (SLA?s) including software and firmware. This includes sharing in the responsibility of maintaining after hours support efforts as required.
Act as a liaison to internal project teams (Design, Development) to communicate, ascertain and distribute resources as required to complete projects.
Replicate customer reported problems in our test environment to identify and validate issues and escalate unsolvable problems to the appropriate Engineering team for further investigation and resolution.
Works with internal engineering teams to resolve customer issues that have not been solved through problem replication or known solutions. TSE?s verify the issue, document the steps to reproduce, validate the fix and typically apply the patch / upgrade or change to the production environment.
Host meetings with internal teams as required to keep all team members informed of issues and needs as they develop.
Manage and progress all issues and project needs via Industry Weapon?s Support Desk and Project Management software environments.
Other duties as assigned.
Well-developed analytical and problem solving skill set with the ability to learn and adapt quickly.
Comfortable with direct client and partner interactions.
Must possess strong presentation skills and be able to communicate professionally in written responses to emails and company reporting.
Capable of eliminating sales obstacles through creative and adaptive approaches.
Education / Experience:
Bachelors Degree or business experience in related field
||1426 Potomac Avenue |
Pittsburgh, PA 15216
THIS JOB HAS EXPIRED