Customer Success Engineer – Level 1 (IT Help Desk) – Colombia

This is a remote position.

• Provide direct service for IT networks and customer service to users inside and outside the company
  
• Work closely with the pooled team of engineers to answer questions and escalate to teams as needed
  
• Work within our Autotask ticketing system to create detailed work logs and technical documentation
  
• Escalate issues to designated Tiers as needed, as well as setting customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom)
  
• Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to always address technical issues.
  
• Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments
  
• Proven ability to resolve escalated customer problems utilizing appropriate internal and external resources
  
• Demonstrated ability to work independently as part of a larger team
  
• Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams to resolve technical issues
  
• May need to work flexible hours to meet customer needs and escalations
  
• Available to work at designated shifts aligned with the customer
  

Requirements

• 5+ years’ experience as Technical Support Engineer
  
• Strong technical troubleshooting and diagnostic skills, ability to implement quick workarounds to technical problems
  
• Experience in business software support (Microsoft products)
  
• Cybersecurity and Microsoft Productivity Tools experience is a must
  
• Leadership skills to manage and motivate remote team
  
• Advanced knowledge of network and database structures such as fields, tables, database objects, etc.
  
• Troubleshoot escalated issues using remote support software
  
• Work closely with Technical Support Engineers (TSE) who typically own many of our customers' technical support cases to ensure timely status updates, customer communication, issue replication, and root cause correction
  
• End to-end case management to ensure all break/fix issues are addressed quickly and appropriately
  
• TSE proactively review, evaluate, and make recommendations for case reduction
  
• Familiarization with the customers’ technical environment through regular communication and sharing that detail with others to improve teamwork and success, including planning for and anticipating new enhancements or additional products added by the customer
  
• Experience in a variety of client environments
  
• Familiarity with remote monitoring tools and remote troubleshooting techniques
  
• Demonstrated ability to operate effectively in a virtual office environment, providing consistent follow-through and utilizing remote access and wireless connectivity technology
  
• Experience in Active Directory
  
• Experience in Datto Autotask PSA, RMM, Proofpoint, Sentinel-One, Iron-Scales Keeper
  
• Accustomed to working in a team environment
  
• Demonstrated dedication and commitment to providing continuous operations
  
• Works independently and demonstrates a strong sense of ownership and initiative
  
• Experienced in providing professional and courteous customer service
  
• Experience in Microsoft Dynamics 365 CRM solutions for Tier I & Tier II customers
  
• Effective communication skills with solid attention to detail
  
• Excellent problem-solving capabilities and critical thinking skills