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Technical Support Engineer

fully flexible

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor’s degree or equivalent experience, 2-5 years in technical support, Experience with Cisco Digital Media suite, Knowledge of TCP/IP networking, DNS, Proficiency in Microsoft Office suite.

Key responsabilities:

Provide first response and technical support
Identify and escalate complex technical issues
Advisecustomers on network requirements
Document all customer interactions
Problem-solve technical issues proactively

Appspace SME https://www.appspace.com/

201 - 500 Employees

See more Appspace offers

Job description

About Appspace:

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

Your Role as a Technical Support Engineer:

Seeking a resourceful, detail-oriented, and IT savvy individual to fill the position of Technical Support Engineer. This role is responsible for providing advanced troubleshooting for Appspace customers regarding a variety of software, hardware, network, and security issues. The successful candidate will be self-motivated, patient, and able to accomplish multiple tasks at once with little supervision.

A Day in the Life of a Technical Support Engineer:

Provide first response and technical support issue resolution via chat, email, phone and remote sessions.
Ask appropriate fact finding questions to clearly identify and understand the client’s issue while helping to isolate potential root cause.
Escalate cases requiring advanced technical skill.
Advise customers on network related requirements - including firewalls ports & basic TCP/IP settings when appropriate.
Serve as the client’s subject matter expert for the Appspace platform and app
Identify operational issues via retrieval and evaluation of errors and logs
Problem solve and embrace technical curiosity to research issues when needed
Stay organized and document all customer interactions using company CRM (Salesforce) and related tools

What You’ll Need:

Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure
Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices desired
Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments
Working knowledge of databases such as SQL or MY SQL.
Understanding of TCP/IP networking, DNS and proxies is a plus
Proficiency in Microsoft Outlook & office suite
Basic experience with graphic design and/or video editing suites not required, but a plus
Excellent written and verbal communication
Outgoing, helpful, and passionate about providing excellent customer service
Prior experience in a technical support capacity (Support Engineer, etc.) and/or software support strongly preferred
Bachelor’s degree or equivalent/related work experience (2-5 years)
Working knowledge of JIRA and Salesforce preferred

The Perks of Working for Appspace:

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include:

Generous PTO
Flexible work schedules
Remote work opportunities
Paid company holidays
Appspace Quiet Fridays (No non-essential internal meetings scheduled)
A casual dress work environment

Disclaimer:

Appspace Inc. is an equal opportunity employer. All aspects of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training are decided based on qualifications, merit, and business needs. We 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.