Senior Technical Support Engineer II

📋 Description

• Interacting with customers, responding in a professional and efficient manner, helping them
• Meeting or exceeding customer expectations on response quality, timeliness and overall customer
• Acting as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging
• Providing technical support across multiple products, ensuring efficient troubleshooting
• Where assigned products are not within their core expertise, work within established product
• Managing and responding to phone support and alerts, escalating cases as needed

🎯 Requirements

• Typically requires a minimum of 5+ years of related experience with a Bachelor’s degree; or
• Excellent Communication - both verbal and written; support is conducted via web-based ticketing
• Excellent troubleshooting skills
• Demonstrable collaboration and teamwork skills
• Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model
• Ability to be a good listener; identifying key information in order to reproduce a customer’s

🎁 Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)