[Hiring] Technical Support Engineer @Exterro Inc

Role Description

Exterro is seeking a motivated and results-driven Technical Support Engineer (Tier 1) to join our dynamic Professional Services team. In this role, you will be client facing and support both internal and external customers. This role will respond to the challenging needs of our Fortune 1000 and Am Law 200 customers. The Technical Support Engineer (Tier 1) is a product expert and establishes relationships internally to ensure the highest level of service and quality of our client configured product releases and client support program. This position reports directly to the Manager of Customer Support and works cross functionally with the Professional Service teams playing a key role in the excellence and quality of our organization’s service delivery. The ideal candidate has a broad range of technical knowledge, strong troubleshooting skills, and a desire to learn.

PLEASE READ IMPORTANT REQUIREMENTS:

• Candidates must be located in US Eastern Time Zone and/or be able to work regular hours from 6am to 3pm Eastern Time.
• This role carries a Public Trust Designation and requires additional security screening and background checks.
• Details of the requirements can be found at https://www.opm.gov/forms Standard Form 85p.

Responsibilities

• Technical Troubleshooting & Issue Resolution
  • Work closely with team members and other internal departments (such as Training, Sales, and Engineering) to successfully troubleshoot and triage support tickets.
  • Perform initial intake, investigation, and resolution of customer-reported issues.
  • Escalate complex or unresolved issues to higher tier support or engineering teams as needed.
  • Perform other duties as assigned.
• Customer Support & Communication
  • Confidently provide responsive and exceptional customer service to new and existing customers.
  • Assist and guide client support requests to conclusion while maintaining high standards of communication etiquette.
  • Capture client feedback and participate in product issue resolutions and product enhancement efforts.
  • Respond to customer issues assigned to you in a timely manner via email, chat, forum requests, and phone as required.
• Continuous Improvement
  • Enter detailed information into ticket tracking system by following the ticket data entry policies and procedures.
  • Gather customer feedback to improve products and support processes.
  • Demonstrate the aptitude and willingness to do what it takes to learn new technologies and company products.

Qualifications

• Bachelor’s Degree required.
• Minimum 1-3 years of application support, IT support, or technical support experience.
• Ability to work a set schedule of 6:00 AM to 3:00 PM Eastern Time (ET), Monday through Friday.
• Proven ability to work on multiple projects at the same time with a high level of professionalism.
• Strong desire to own and solve issues.
• Excellent written and verbal communication skills.
• Strong documentation skills with Microsoft Office Suite of products.
• Remote support experience assisting end-user and technical support related issues.
• Must successfully obtain Public Trust Security clearance within 6 to 9 months of hire and maintain it throughout employment; continued employment is strictly contingent upon passing and keeping this clearance.

Preferred Experience

• Knowledge of E-Discovery, Legal industry, and/or Forensics industry is a plus.
• End user training experience a plus.
• Windows, Linux, or IBM server hands-on experience preferred.
• Relational databases (like MySQL, SQL Server, or PostgreSQL) and basic SQL queries hands-on experience preferred.

Benefits

• Comprehensive benefits package that includes health insurance, retirement plans, flexible paid time off and more.
• Salary range for this remote position is $56,800-$65,000 per year, based on skills, experience and qualifications.
• This role may be eligible for variable pay, equity, bonus and/or other forms of compensation as part of the package.