Technical Support Engineer

October 26

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Appspace

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IPTV • video walls • kiosks • room booking • dashboards

201 - 500

💰 Private Equity Round on 2019-12

Description

• Provide first response and technical support issue resolution via chat, email, phone and remote sessions. • Ask appropriate fact finding questions to clearly identify and understand the client’s issue while helping to isolate potential root cause. • Escalate cases requiring advanced technical skill. • Advise customers on network related requirements - including firewalls ports & basic TCP/IP settings when appropriate. • Serve as the client’s subject matter expert for the Appspace platform and app • Identify operational issues via retrieval and evaluation of errors and logs • Problem solve and embrace technical curiosity to research issues when needed • Stay organized and document all customer interactions using company CRM (Salesforce) and related tools

Requirements

• Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure • Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices desired • Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments • Working knowledge of databases such as SQL or MY SQL. • Understanding of TCP/IP networking, DNS and proxies is a plus • Proficiency in Microsoft Outlook & office suite • Basic experience with graphic design and/or video editing suites not required, but a plus • Excellent written and verbal communication • Outgoing, helpful, and passionate about providing excellent customer service • Prior experience in a technical support capacity (Support Engineer, etc.) and/or software support strongly preferred • Bachelor’s degree or equivalent/related work experience (2-5 years) • Working knowledge of JIRA and Salesforce preferred

Benefits

• Generous PTO • Flexible work schedules • Remote work opportunities • Paid company holidays • Appspace Quiet Fridays (No non-essential internal meetings scheduled) • A casual dress work environment