Technical Support Engineer Silver Spring Networks
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Our customer base is growing significantly and it is essential that we have the capacity to provide outstanding customer service. You will be part of a small but growing team and report to the Director, Customer Support. Because of the nature of our product, you will support a relatively small number of large customers, allowing you to develop more personal customer relationships. You will be the voice of the company to the customer and the voice of the customer to the company.
Current support hours are Day Shift 9:00 AM - 6:00 PM or Swing Shift 4:00 PM - 1:00 AM . You will also be required to share ?on-call? duty for emergency problems outside of support hours.
Provide mentoring and technical expertise to the team .
Provide e-mail, web-based, and telephone technical support to our utility company customers
Own support cases from start to finish, consulting others as necessary
Proactively monitor each customer instance of our application to look for issues
Become an expert in using our application and develop some understanding of how the application works at a lower level
Perform in-depth diagnosis and gather as much information as possible to assist others with diagnosis
Log and document all issues in our issue tracking system (Jira), updating cases as needed until resolved
Provide regular updates to customer as needed until case is resolved
Recognize issues that must be quickly escalated to Engineering
Manage case load to meet defined service levels
Provide feedback to Engineering on how to improve the product.
Train new support representatives
Create Knowledge Base Articles
Help improve customer support methods and processes
Ability to write SQL select queries
Scripting experience (Shell, Python, Perl, Ruby, or the like)
Experience with SOAP / Web Services
Experience with RF networking
Experience with utility companies (electric, gas, water)
These skills are a plus for any candidate. Not required.
Minimum of 5 plus years of technical phone support / Help Desk / Call Center experience in a technical service related indusry
Experience supporting a web-based application
Comfortable in a fast-paced environment
Very strong problem-solving skills
Familiarity with Windows and browsers
Working knowledge of Linux/Unix
Familiarity with CRM or Helpdesk case management systems
Prior experience with client/server applications and relational databases
Basic understanding of networking and IP
Excellent people skills and customer service orientation
Ability to explain complex concepts simply
Strong organizational skills (punctuality and timeliness a must)
Ability to multi-task and to prioritize daily workload
Attention to detail, follow-through
This position requires a two or four year college degree in a technical field with 5-7 plus years of experience.
Redwood City, California, United States
||575 Broadway Street |
Redwood City, CA 94063
THIS JOB HAS EXPIRED