**MEMBERS ONLY**SIGN UP NOW***., the leading provider of project and portfolio management software, has an opening for a Tier 2 Technical Support Engineer. The position will primarily be responsible for resolving technical support issues for an assigned group of companies, including troubleshooting connectivity, application and database issues, reporting, project management usage questions, and usability issues.
The Technical Support Engineer will report to the Manager of Tier 2 Technical Support and work directly with Quality Assurance, IT Operations, Development, Product Management, and others as needed. The primary objective of the role is to help customers attain business value from their **MEMBERS ONLY**SIGN UP NOW***. solution by quickly resolving technical issues.
**MEMBERS ONLY**SIGN UP NOW***. Technical Support strives to deliver outstanding technical support in a high-performance company culture that emphasizes superior quality, continuous improvement and high productivity. This role requires a proactive and results-oriented individual with the ability to complete assigned tasks and to identify and deliver other value-add activities.
Provide phone and web support for an assigned set of clients
Troubleshoot, duplicate and resolve technical support issues, including working with Product and Development teams on customer-reported defects
Meet Service Level Agreements for clients
Troubleshoot SaaS and database issues
Troubleshoot technology, network, and end-user applications
Demonstrate excellent customer service
Mentor and train Tier 1 Technical Support Representatives
Core hours are 8 AM – 5 PM, Monday through Friday, with flexibility required to work other shifts as needed, including weekends, nights and holidays as required.
Undergraduate degree in related technical field or equivalent experience
Minimum 1 year experience working in Help Desk, desktop support, network support or other technical support role
Outstanding customer service skills
Excellent analytical skills
Understanding of relational database applications
Understanding of web server technologies
Familiarity with LDAP and SAML strongly preferred
Excellent troubleshooting skills
Strong written and verbal communication skills (English)
Strong desire to learn; inquisitive
Ability to work on multiple tasks and prioritize workload.