Senior Technical Support Engineer

5 days ago

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $130k - $145k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Automation Anywhere

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Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation.

Robotic Process Automation • Automation Software • RPA • Intelligent Automation • Hyperautomation

1001 - 5000 employees

📋 Description

• Managing, coordinating, and prioritizing product enhancement requests with all stakeholders • Managing, prioritizing and reviewing product patch requests with the Engineering team and coordinate for release plan • Providing technical assistance to critical situations and escalation teams • Triaging and providing technical expertise in resolving complex product issues • Collaborating and coordinating with the engineering and the cloud operation team on continuous improvement of processes and feedback • Providing a technical troubleshooting guide to the technical support team • Taking ownership of projects and improve processes. Helps automate technical support processes • Recording, tracking, and documenting the problem-solving process for mass consumption • Using logical reasoning to analyse a situation and make use of available debug utilities • Identifying, and learning legacy and A360 software features supported by the organization • Working with fixes at the product level, including installing and upgrading software • Testing fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved • Establishing a proper course of action to ensure efficient completion of work within prescribed time limits • Developing FAQ and Knowledge Base articles to aid in problem resolution • Documenting root cause analysis in customer friendly manner • Training support to L2/L3

🎯 Requirements

• 7+ years’ experience in Technical Support roles, professional services, IT consulting, or System Integration roles • Bachelor’s degree or equivalent work experience • Experience/knowledge of Networking - practical application of technologies, protocols, and related standards including TCP/IP, HTTP, HTTPS, XML, LAN, WAN, Routers • Working knowledge of Windows systems, Visual Studio, C#, IIS troubleshooting • Working knowledge of Database, VB/Java scripting, Excel macros • Working knowledge about Active Directory, Windows Server 2012 onwards, Cluster Citrix XenApp and Xendesktop experience (CCEA a plus) • Cisco Networking Experience (CCNA a plus) • Proven working experience in Enterprise technical support • Duties may require being on call periodically and working outside normal business hours • Working knowledge of Windows systems, Linux, and web troubleshooting • Experience in Database, scripting, and Excel macros • Experience in Active Directory, load balancers, and high availability

🏖️ Benefits

• Flexible work schedule / remote roles • Unlimited Personal Time Off • 12 holidays off per year • 4 days volunteer time off per year • 4 company “Achievement” days off per year • Variety of health care and well-being benefits • Paid family/parental leave