[Hiring] Technical Support Engineer @Appspace

Role Description

The primary purpose of the Technical Support Engineer is to provide technical support by troubleshooting Appspace customers' issues related to software, OS, and network related issues for Windows Server and Linux based digital media players. Candidates must be able to multitask and prioritize needs in a dynamic environment while documenting activities in Salesforce. The ideal candidate must have the ability to communicate effectively to a diverse client base of large and small customers of varying technical abilities.

• Provide first response and technical support for issue resolution via email and remote sessions.
• Ask appropriate fact-finding questions to clearly identify and understand the client’s issue while helping to isolate potential root cause.
• Escalate cases requiring advanced technical skill.
• Advise customers on network related requirements - including firewalls ports & basic TCP/IP settings when appropriate.
• Serve as the client’s subject matter expert for the Appspace platform and app.
• Identify operational issues via retrieval and evaluation of errors and logs.
• Problem solve and embrace technical curiosity to research issues when needed.
• Stay organized and document all customer interactions using company CRM (Salesforce) and related tools.

Qualifications

• Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure.
• Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices desired.
• Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments.
• Working knowledge of databases such as SQL or MySQL.
• Understanding of TCP/IP networking, DNS and proxies is a plus.
• Proficiency in Microsoft Outlook & office suite.
• Basic experience with graphic design and/or video editing suites is not required, but a plus.
• Excellent written and verbal communication.
• Outgoing, helpful, and passionate about providing excellent customer service.
• Prior experience in a technical support capacity (Support Engineer, etc.) and/or software support strongly preferred.
• Bachelor’s degree or equivalent/related work experience (1-3 years).
• Working knowledge of JIRA and Salesforce preferred.

Benefits

• Competitive salaries.
• Medical, dental and vision coverage.
• Disability coverage.
• Employer paid life insurance.
• Mental health resources.
• 401(k) plan.
• Fully paid parental leave program.
• Generous PTO.
• Flexible work schedules.
• Remote work opportunities.
• Paid company holidays.
• Appspace Quiet Fridays (No non-essential internal meetings scheduled).
• A casual dress work environment.