Engineer 4, Customer Technical Support

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
• Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
• Understands and uses sphere of influence extending outside of the department
• Participating in and leads conference calls with customers Knows their audience and articulate accordingly
• Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
• Validates technical information and issues early warning and disseminates information as needed
• Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
• Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
• As a 24X7X365 organization, weekends and on-call responsibilities may be required
• Works toward becoming subject matter expert in a particular area or areas
• Mentors and/or coaches less experienced TSEs, helps develop and participate in presentations and informal training for other TSEs
• Applies systems analysis techniques and procedures to determine hardware or software systems functionality
• Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments
• Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues
• Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
• Maintains a "closed-loop" communication style that ensures proper and consistent

documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status

• Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.

Skills:

• Excellent troubleshooting and customer support skills.
• Strong organizational skills - comfortable with managing and prioritizing customer caseloads.
• Ability to visualize, articulate, conceptualize or solve both complex and straightforward problems by making decisions that are sensible given the available information.
• Ability to work well in a team environment.
• Excellent verbal and written communication skills.
• Analytical ability
• Detail oriented

Technical Skillset:

• Windows platforms, including Microsoft Windows Server, Microsoft Active Directory, and Azure.
• Web servers such as Microsoft Internet Information Services (IIS).
• Relational databases, particularly Microsoft SQL Server.
• LDAP and SAML protocols.
• TCP/IP network stack, with hands-on experience configuring and troubleshooting services like DNS, NIS, and WINS.
• Diagnostic tools such as Wireshark, Netstat, Nslookup, Traceroute, Fiddler, Postman, and browser developer tools for network and application troubleshooting.
• PowerShell and Command Prompt for automation and troubleshooting tasks.
• Log file analysis for issue resolution.
• SSL certificate management.