Technical Support Engineer Automation (Hybrid, Orlando, FL)

About the position

We are looking for a Technical Support Engineer for a large, global B2B high-tech company. This role will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. This is a 12-month contract (Extension possible). 40 hours per week role. This position requires a hybrid schedule to sit onsite up to 2-3 days a week. This is a W2 employee of Stage 4 Solutions. Health benefits and 401K are offered.

Responsibilities

• Customer Advocate providing support to users/administrators of our platform.
• Contributing to the growth of best practices for the delivery of support services.
• Understand our platform, cloud technologies, and troubleshooting practices to ensure the successful resolution of challenging technical situations.
• Experience assessing, troubleshooting, resolving, and providing root cause analysis for Client's Product issues.
• Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
• Help in the development and mentoring of team members in various technologies and the platform.
• Suggest and implement improvements to internal processes.
• Responsible for direct support of ServiceNow customer developers and administrators, including web/email support as well as direct telephone support.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintain impeccable case hygiene and customer-related files and records.

Requirements

• 2+ years of Technical Support Experience
• Experience in writing/debugging on one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
• Solid understanding of Object-Oriented programming. Java preferred
• Advanced understanding of Networking concepts including TCP/IP, HTTP, SSH protocols, concepts of firewall, load balancer, and ports
• Good Experience in diagnosing performance-related issues by analyzing Heap dumps or Thread Stacks
• Good Experience in using Linux/Unix OR Microsoft Server
• Good knowledge of the components in a web applications stack.
• Good knowledge of RDBMS (MySQL, Oracle)
• Familiarity with VMware, AWS, Azure, and Event Management Systems
• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease

Benefits

• Health benefits
• 401K