Technical Support Engineer

What Need Can You Fill?

(Saturday - Wednesday 7AM - 4PM EST shift)

The Technical Support Engineer will provide software and system support for customers. This role will also necessitate the appropriate research to be conducted to resolve problems and issues, in conjunction with Software environments.  The Technical Support Engineer will be interfacing with customers and act as a point of escalation for the Technical Support Analyst(s). 
 

What Will You Be Doing? 

• Incident Management:
  • Proactively communicate and document issue status to internal teams and customers.
  • Track and manage issues using standard tools such as Salesforce and Jira.
  • Prioritize issues of varying severity and effectively manage the resolution or escalation of all issues within accepted service levels. 

• Knowledge Management :
  • Apply technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer reported problems 
  • Partner with Technical Operations, Success Management, and Implementation teams to escalate and resolve cases that have significant business impact to the customer and/or Intradiem.
  • Exercise sound professional judgement in analysis of customer issues in order to provide timely resolution. 

• Communication :
  • Provide excellent customer support while troubleshooting technical issues via phone, web-based tools and email. 
  • Conduct all business in accordance with Intradiem policies and procedures
  • All other duties as assigned. 

What Will You Need To Succeed? 

• Strong systems administration experience in Windows operating systems. 
• Proven analytical and problem solving skills within a technical environment. 
• Exceptional communicator with the ability to convey information clearly and concisely in both written and oral form. 
• Must be customer-focused and service-oriented with the ability to thrive in a team environment.
• A sense of urgency to serve and contribute to customer success.
• Ability to collaborate with team members and others within Intradiem to resolve support issues.
• Capability to empathize and adapt to new and different situations by reading the behavior of customers. 

Other Requirements: 

• Minimum of 2-5 years of experience in a technical product support, development, or in a troubleshooting capacity. 
• 3+ years of experience in the following areas:
• SAAS support
• Microsoft SQL Server 
• Creating SQL Queries
• Experience with troubleshooting tools like Fiddler, Wireshark, Debugview, or Process Monitor.
• Experience with Call Center software or Workforce Management.
• Salesforce or other comparable CRM experience.
• Ability to travel to internal in-person company events 3-4 times per year.