Senior Technical Support Engineer

2 days ago

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Description

• Assumes leadership in resolving high-impact technical problems. • Actively contributes to process improvement and leads cross-functional projects. • Serves as a key mentor for support engineers. • Focus on ensuring an exceptional customer experience by swiftly resolving issues. • Create comprehensive guides and documentation for training and reference. • Participate in on-call rotations for critical issues outside standard hours. • Engage in learning new technologies and product updates to improve problem-solving capabilities. • Identify and implement process improvements to enhance support workflow and customer satisfaction. • Mentor level I and II engineers, sharing experiences to enhance team knowledge and efficiency. • Balance customer and team priorities with collaboration and participation in projects that require technical support expertise.

Requirements

• Expert knowledge and application of systems/products support along with client server architecture, SQL, enhanced troubleshooting with networking tools including Wireshark, and familiarity with multiple database systems. • Advanced problem-solving skills with the ability to handle escalated issues. • Possesses a robust ability to methodically manage time and plan tasks with precision. • Excellent communication skills with the ability to document and share knowledge. • Leads teams and projects, providing training and mentorship. • Enhanced customer service skills with the ability to manage complex customer relationships. • Targeted professional development with potential specialization.

Benefits

• Eligible team members have access to a robust health insurance plan on their first day of employment. • The Company provides a Wellness Benefit of $200 for the calendar year. • Access to an Employee Assistance Program. • 15 vacation days; pro-rated during the first year. • 10 paid holidays each year. • 5 sick days. • 3 personal days; pro-rated during the first year. • Employer paid Life Insurance / AD&D / Short-Term Disability Insurance. • Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D. • Access to FSA Plans & Commuter Benefit Plans. • 401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay. • Fully vested on day one. • Access to the Roper Employee Stock Purchase Plan. • Paid Parental Leave Program. • Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization.