Job details
Job type full-time
Full job description
*this is a remote position*
About us:
Founded in 2002 and headquartered in dallas, tx, appspace`s platform helps organizations build an exceptional workplace experience with simple communication and space management toolsWith offices in the us, uk, uae, and malaysia, plus remote experts in a dozen other countries, we provide global support to thousands of customers that trust us to help them communicate with their teams and modernize their workplace experiences.
Job summary:
Seeking a resourceful, detail-oriented, and it savvy individual to fill the position of technical support engineerThis role is responsible for providing advanced troubleshooting for appspace customers regarding a variety of software, hardware, network, and security issuesThe successful candidate will be self-motivated, patient, and able to accomplish multiple tasks at once with little supervision.
Job responsibilities:
Respond to customers technical support inquiries submitted by phone, email or chat meeting customers sla requirements
Provide 2nd tier support, training, and mentorship to junior support team members to assist in resolving customer issues
Deliver daily updates to customers by phone, email, or case note entry
Create knowledge base articles (wiki’s) to document steps required for complex installations, upgrades, advanced troubleshooting, and known fixes
Work on projects in various stages including prep work, building test environments, and verifying deployment correctness as well as project deployment
Configure equipment to resolve connectivity issues and network-related challenges including firewalls, ports, tcp/ip settings, and complex security issues
Configuration and management of pcs as well as cisco dmp, medivue, brightsign, chromebox, crestron, and other devices using appspace software
Manage escalations in jira and be the liaison between the support team and the product development team
Prepare for and attend customer-facing meetings and provide accurate status updates on escalated issues
Perform qa testing of new products and provide feedback to the development team
Continue to expand their knowledge of both appspace proprietary software as well as relevant it skills such as scripting, html5, apis, etc.
May require travel to customer locations to provide onsite advanced support and/or training
Job requirements:
Must be organized and have excellent oral and written communication skills
Creative problem resolution skills and the ability to solve problems by analytical reasoning rather than repetitive learning is required
Trustworthy, reliable, and customer-focused
Ability to confidently communicate technical issues and game plans to multiple audiences, at a technical expert level in layman`s terms
Proficiency in windows xp/windows, windows 8 and 10 operating systems
Troubleshooting experience with windows 2008 r2/2012 r2, windows server 2012/2016 and 2019 including installations
Knowledge of networking including lan/wan monitoring, tcp/ip config, traffic types, understanding dhcp and dns services/servers, proxy servers, firewalls, and vpn
Experience with iis configuration, website hosting, and linux/unix-like operating systems
Experience with database queries on current versions of mysql, ms sql, and mongodb
Bachelor’s degree in it/computer science, engineering, or equivalent experience
At least 5 years’ experience troubleshooting it/software applications; saas preferred
1+ years of supervisory experience preferred
1+ years of troubleshooting network/security problems preferred
Working knowledge of jira and salesforce preferred
Benefits
Unlimited pto policy (covers vacation, sick & personal days)
4 weeks paid paternity & maternity leave • flexible work schedules
Remote work opportunities
401k plan - 4% company match
9 company holidays
Company provided laptop (choice of mac, pc, chromebook)
Casual dress
Appspace incIs an equal opportunity employerAll aspects of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training are decided based on qualifications, merit, and business needsWe do not discriminate on the basis of race, color, religion or belief, marital status, sex, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation, or related medical conditions), gender, gender identity and/or expression, genetic information, sexual orientation, family or parental status, veteran status, or any other status protected under federal, state, or local laws.
Appspace is committed to creating a diverse and inclusive workplace and does not tolerate discrimination or harassment of any kind.
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