Technical Support Engineer (Remote friendly)

Imagine Communications

Full-time - Mid Level

Remote

1,001-5,000 employees

Merchant Wholesalers, Durable Goods

About the position

Imagine Communications is seeking a Technical Support Engineer to join our passionate and collaborative support team. This role is crucial in providing Tier 2 technical support to our existing customers, ensuring that they receive the best-in-class client support. The Technical Support Engineer will be responsible for troubleshooting, analyzing, debugging, and resolving client-reported issues on mission-critical complex solutions. This position requires a strong ability to work independently, prioritize tasks effectively, and communicate clearly with clients and internal teams. In this role, you will receive support requests from clients through our Salesforce ticketing queue and phone. You will document all support cases meticulously, including troubleshooting details, step-by-step recreation of issues, and resolution information. You will work closely with customers and internal technical resources to gather necessary information, such as traces and screenshots, and ensure that all documents are attached to the case management and defect ticketing systems. Providing frequent progress updates to clients on defects and open support requests is essential, as is adhering to the terms of their contractual Service Level Agreements (SLAs). As a Technical Support Engineer, you will also be responsible for escalating issues to the appropriate functional group and, if necessary, to leadership. You will utilize our internal knowledge base to assist with troubleshooting and may be required to modify existing articles or create new knowledge articles as needed. This position may require you to work shift hours that align with our client SLA requirements, as well as provide after-hours emergency support as an on-call engineer. Additionally, you will undertake training for both internal and external clients on the use of Imagine Communications products.

Responsibilities

• Provide Tier 2 technical support to existing customers of Imagine Communications.
• Troubleshoot, analyze, debug, and resolve client-reported issues on mission-critical complex solutions.
• Document support cases with troubleshooting details, including step-by-step recreation and resolution information.
• Work with customers and internal technical resources to gather necessary information and attach documents to case management systems.
• Provide frequent progress updates to clients on defects and open support requests, adhering to SLAs.
• Independently follow up on backlog and ensure aged cases are updated and clients are informed of current status.
• Escalate issues to the appropriate functional group and leadership as necessary.
• Utilize internal knowledge base for troubleshooting and modify or create knowledge articles as required.
• Work shift hours that span client SLA requirements and provide after-hours emergency support as needed.
• Train internal and external clients in the use of Imagine Communications products.

Requirements

• 2 - 5 years of experience in a client-facing technical role providing technical support in a software or cloud environment.
• Technical degree or equivalent work experience.
• Prior experience with case management systems (Salesforce preferred) and bug ticketing systems (JIRA preferred).
• Experience creating knowledge articles that include resolution details and steps for internal and external use.
• Experience utilizing email, case management systems, conferencing tools, and phone calls to interact and troubleshoot issues with customers and internal resources.
• SQL or Oracle database experience, with the ability to write simple queries.
• Demonstrated ability to follow logical problem-solving steps in a technical environment.
• Experience supporting a client-server-based application.
• Excellent written and verbal communication skills.
• Proficiency using MS Office products.
• Willingness to work 8-hour shifts from 6am - 6pm MST.

Nice-to-haves

• Broadcast and/or cable industry experience and knowledge.
• Working knowledge of Salesforce and Confluence.

Benefits

• Generous Medical, Dental, Vision, and Life Insurance package.
• HSA and 401(k) options with company matching.
• Travel insurance coverage.
• Access to Employee Assistance Programs (EAP) and Wellness programs, including LifeSpeak and Vitality.
• Paid time off for volunteering in the community.