Senior Support Engineer

We are looking for a Senior Support Engineer to join our rapidly expanding Support Operations Team within the CEA Support Organization. This person will be responsible for operational support of our clients as a Tier II Support Team member. The ideal candidate will be detail oriented, have strong troubleshooting and problem-solving skills, excellent verbal and written communication skills, and self-motivated with a proven record of supporting custom software in a dynamic atmosphere within a managed service setting.

 JOB RESPONSIBILITIES

• Investigate, troubleshoot, and resolve cases submitted by clients experiencing issues with call recording and analytic software and services
• Investigate, troubleshoot, and resolve incidents generated by monitoring alerts for client systems in a managed service setting
• Respond to and resolve case escalations from the service operations center
• Work with peers to fine tune and enhance monitoring, knowledge base, and service offerings for optimal performance
• Work with the application development team to investigate performance enhancement opportunities and proactive measures to prevent service disruption
• Participate in on-call rotation in support of after-hours escalations

REQUIRED EXPERIENCE AND ABILITIES

• +2 years of client facing application support experience
• Experience supporting applications in a managed service setting
• Experience querying SQL Server databases to analyze and troubleshoot operational data
• Highly motivated individual with a sense of urgency and ownership
• Strong customer service attitude, focused on delivering value to clients
• Ability to calmly seek remediation options in a high availability environment
• Ability to communicate clearly and concisely in both written and verbal delivery
• Strong troubleshooting methodology and problem-solving skills
• Strong organizational and planning skills
• Participate in an 24/7 on-call rotation schedule
• Bachelor's degree in computer science or equivalent

NICE TO HAVES

• Microsoft Windows Server operating systems
• Programming experience with custom applications (C#, PowerShell, C++, Java, JavaScript)
• Experience supporting Kubernetes and AWS hosted applications
• Understanding of network technology
• Understanding of call center telephony and routing
• Experience with supporting applications compliant with PCI, NIST, HIPAA/HITECH security standards
• Understanding of ITIL fundamentals and/or certification
• Experience with ServiceNow and/or ScienceLogic platforms