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Senior Technical Support Engineer

Company: Jefferson Frank
Location: Burbank
Posted on: February 15, 2020

Job Description:

Mid-Senior Technical Support Engineer - Client EmbedThe Technical Support Engineer is responsible for fielding and answering user support tickets and calls in relation to the Client's digital asset management solution. This individual will collaborate with their engineering team to diagnose technical issues and ensure client SLAs are met. This position reports to their Client's Ops team and is the daily touch point between their team and the Client's IT teams and users, but the place of work will be in Burbank, CA. ResponsibilitiesAttend in-person meetings with clients to analyze, troubleshoot and diagnose application and related technical problemsActively update, maintain and monitor all aspects of the Client's CORE application on the Client's networkSupport, Install and configure applications relevant to the Client's CORERespond to customer inquiries and assist in troubleshooting and resolving challengesComplete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involvedAssist management in creating training materials pertaining to computer troubleshooting and usageAct as the initial point of contact for application related concerns from clients or other employeesOrganize and file documentation pertaining to warranties and instructional guides for computer hardwareBecome an expert on the Client's CORE application in order to support user orientation and trainingOccasional travel to domestic locations to support and train new production users. Some international travel may be required for periods of 1 to 2 weeks at a time.QualificationsMust Haves:Positive personality and great communication skillsExperience supporting applications for large organizations.3+ years of programming experience.Knowledge of Linux scripting.Experience working with RESTful APIsKnowledge of SQLKnowledge of supporting scalable applications.Nice to Haves:Experience with AWS, Azure, and/or Google Cloud.Experience with QA testing.Experience with various database technologies including MySQL, Elasticsearch, Redis.Knowledge of Kubernetes, Docker, Jenkins.3+ years of PHP 5+ experience.Knowledge of OWASP best practises. ExpectationsComfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programsTime-management skills and the ability to establish reasonable and attainable deadlines for resolutionAbility to prioritize and manage several milestones and projects efficientlyProfessional written and interpersonal skills are essential when communicating with customers and clientsAccept constructive criticism and customer feedback regarding their experience with software or IT services

Keywords: Jefferson Frank, Burbank , Senior Technical Support Engineer, Engineering , Burbank, California

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