Support Engineer II

Details:

#NowHiring #SupportEngineer

Job Title: Support Engineer II

Contract: 11 Months

Belcan is a leading provider of professional IT, Engineering, Workforce Solutions and staffing in the United States, Canada, UK, Europe, and India.

A Support Engineer II Job in Sunnyvale, CA is currently available through Belcan. In this role you will will troubleshoot performance, quality, and testing activities for enterprise solutions that are deployed in the field. If you are interested in this role, Apply Today!

Job Description:

As a global team, we work very closely with internal and external teams for enterprise solutions. Team members are enthusiastic, friendly and supportive. Our team has a broad mix of experience levels and Client tenures, and we"re building an environment that celebrates knowledge sharing, mentorship and high quality work. We're excited to build and launch new solutions from the ground up together as one team. As a fast growing team, we are seeking a Support Engineer II to be the SME of one or more products and services to help customers solve difficult technical support problems and generate positive customer feedback.

At our team, we work in a fast-paced, start-up-like environment that values innovation, flexibility, agility, scalability, and customer-obsession. As a Support Engineer, you will troubleshoot performance, quality, and testing activities for enterprise solutions that are deployed in the field. The individual will be responsible for monitoring and resolving tickets escalated from Customer Service or Customer Success teams, create and maintain self-service troubleshooting tools, create and maintain Voice of Customer feedback loops, manage system-driven high severity downtime events, monitor and report on key quality and operational metrics, manage customer escalations via tickets/emails/calls, manage stakeholder and vendor relationship to drive product support, maintain a repository of maintenance and operational reference, and train new team members. You will work in close collaboration with our Services, Product, Engineering, Marketing and Sales, and Operations teams to deliver continuous improvement and tech troubleshooting aligned with business needs. You will be part of a customer-obsessed team, so over time is needed to accommodate customer"s working hours and collaborate with offshore engineering teams in Asia time friendly hours (after 5PM Pacific Time). As a reward, we will consider extension of the role and conversion to a full time employee based on your performance evaluation.

This role is both challenging and rewarding. You work independently, handling enterprise technical support cases of all severities. You clarify the customer need, determine if there is a problem, evaluate their impact(s) or technical risk(s), and manage their expectations for resolution appropriately. You help customers and other support engineers to solve difficult technical support problems and your team prioritize cases. You know how to propose workarounds during times of crisis to get customers working again. You escalate when issues become critical or complex. You may perform oncall, onsite support, or coordinate critical conference calls. You will become an SME in one or more products or services and handle escalations related to those services. You understand the architecture (at a high-level), operational parameters, and troubleshooting techniques. You assess customer technical practices related to these services for development, design, and operations. You know when the right action is to replicate workloads to best serve or guide a customer. You understand the risk/opportunities with various implementations and help customers make the right trade-offs (e.g., creation of downstream bottlenecks, managed vs. unmanaged services, etc.). You help your customer optimize their use of Client product and service support tools and adopt best practices (e.g., data security, fault tolerance, performance, etc.). You learn new technologies as they emerge.

Customer Obsession, Deliver Results, Dive Deep, Invent and Simplify, Earn Trust

Basic qualifications:

* Bachelor"s degree in engineering or a related technical field

* 3+ years relevant in troubleshooting, developing and testing of electronic products and related services for enterprise customers.

* Understands the architecture and operational parameters to effectively handle escalations.

* Able to learn new technologies as they emerge.

* Understands how technologies interact, such as WiFi, BT, Android/iOS apps, web services, and APIs.

* Sees patterns. Able to make connections to improve systems and their operational efficiency. Knows what solutions exist elsewhere and how they can be connected.

* Knows how to assess technical practices for development, design, and operations and works with customer(s) to recommend the right methods for effective service operations.

* Able to build workarounds during times of crisis to get customers working again.

Preferred qualifications:

* Proven technical experience in development, testing and implementation of large scale, complex technology projects.

* Working knowledge using Microsoft Office suite, and software for technical document writing.

* Proven record of training and coaching junior support team members.

Location: Sunnyvale, CA

Zip Code: 94089

Keyword"s: #Sunnyvalejobs; #SupportEngineerjobs;

Start Date: Right Away

#ZR

If you are interested in this role, please apply via the apply now link provided. Our overriding goal is to provide quality staffing solutions that help people, organizations, and communities succeed. Belcan is a leading provider of qualified personnel to many of the world's most respected enterprises. We offer excellent opportunities for contract, temporary, temp-to-hire, and direct assignments. We are the employer of choice for thousands worldwide. For more information, please visit our website at Belcan.com

EOE/F/M/D/V