Job Focus :
Systems Engineer is responsible for providing superior support to our clients. As a front line contact, you will ensure that our products are working as intended, assist with complex technical solutions, and address technical questions.
This may involve troubleshooting issues, investigating and reporting product bugs, and offering suggestions to maximize performance and product functionality.
Support Engineers will be expected to gain a rapid familiarity with our products to effectively troubleshoot and provide sound resolutions and / or recommendations.
Internally, you will work closely with Development, QA, Product, and Solutions Engineering groups. As product bugs are discovered, you will be responsible for recreating, documenting, and escalating issues up through the company.
Additionally, you will provide solutions and feedback for continuous product improvement.
Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Document knowledge in the form of knowledge base tech notes and articles
Required Qualifications :
At least 3 years of proven working experience in enterprise technical support
Basic knowledge of Unix / Linux systems, utilities and scripting
Excellent customer service and trouble shooting skills a must
Strong problem-solving skills
Excellent client-facing skills
Excellent English written and verbal communication skills
A successful candidate must be able to thrive in a fast-paced environment, where they will be expected to contribute to the development of policies, procedures, and best practices
Must be a self-starter with a high degree of energy and be able to multi-task with ease
Experience with 24 / 7 on-call customer / system support
Meticulous attention to detail
Exposure to AWS application deployments
Experience building custom queries in SQL Server and Oracle; experience in administration of SQL Server or Oracle is a plus;
Experienced in Salesforce or similar
Proficiency in a scripting language (shell scripts, perl, ruby, or similar) a plus
Prior experience supporting web based applications
SQL (Oracle Preferred) proficient
BS degree in Information Technology, Computer Science or equivalent