3/4 Technical Support Engineer TIER

· Escalations, working directly with our users and Customer Success and on-field Support Teams abroad to solve problems and help them leverage all of XXX platform functionality
· Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
· Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
· Clearly communicate with customers and other internal teams about issues impacting their service
· Effectively verify that issues have been resolved
· Execute internal processes to streamline and scale support
· Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
· Reporting and knowledge base documentation is required
דרישות:
Requirements


· 2 or more years in a Technical Support/Network engineering related role at a SaaS company
· Cisco knowledge, mainly Unified Communication support and background is a must
· Hands On experience with Linux platform and services
· Basic understanding of SQL databases and basic Python\Shell scripting
· Must be a creative and analytical problem solver with proven success working independently
· Excellent written and verbal communication skills in English is required
· Eager and capable of learning new technologies as necessary
· High attention to detail and ability to stay organized in a fast paced, complex environment
· Have flexibility to cover non-standard work hours as needed
· Have a passion for customer service and helping others!
Big plus if you have any of the following skills:


· Familiarity with Jira, Zendesk
· Coding experience in a programming language
· Prior experience with user testing / QA
· Exposure to Customer Success
· Understanding of APIs

מיקום המשרה: מרכז, שרון
סוג משרה: משרה מלאה
תאריך עדכון: 12/12/2019
קוד משרה: JB-00329