Senior Support Engineer

Summary of Key Responsibilities: 

• Providing technical support for CXOne products to external customers.
• Troubleshoot and successfully resolve support requests through phone, chat, email and other channels.
• Proactively communicate and accurately set customer expectations, including at Director or above levels
• Thoroughly and accurately document each and every activity within support tickets and related systems
• Reproduce customer issues within CXOne labs and file quality bug/defect reports.
• Effectively lead remote online sessions for troubleshooting, applying hot fixes and service packs
• Work effectively with Services, Sales, and Development teams to achieve desired customer outcomes
• Troubleshoot and identify root cause of issues on customer and production systems.
• CXOne is a 24/7/365 operation, this position will require shift, weekend or off business hours work, and on-call responsibilities from time to time.

Qualifications:

• Bachelor’s degree in Computer Science or Technology related program
• Overall, 4-7 years of experience with at least 3 years in handling Technical Application Support or equivalent work experience in an enterprise support role.
• Experience communicating both verbally and in writing with Directors and VPs of enterprise customers.
• Relative hands-on knowledge of Microsoft SQL Server and Relational Database Management System
• Hands-on experience with mail servers and clients.
• Hands-on experience with one of more Web Application Servers such as IIS, WebSphere, Tomcat etc.
• Relative experience analyzing System logs, Event Logs, Crash Dumps, Network Traces etc.
• Hands-on experience with HTML, CSS, XML, Windows Registry, tools like PerfMon, Netstat, Charles, Fiddler, Wireshark etc.
• Exceptional written and oral communication skills

Desirable Knowledge.

• Experience working with Windows diagnostic tools - Debug Diag, Windbg - and investigating dump and log files.
• Practical working knowledge of Object-Oriented languages, such as: C, C++, Java, or C#
• Practical knowledge of SaaS or Hosted solutions and their architectures