Technical Support Engineer

Overview

Hybrid
Depends on Experience
Contract - W2
Contract - Independent
Contract - 24 Month(s)
No Travel Required

Skills

Analytical Skill
Debugging
KCS
Management
Network
Scalability
Technical Support
SQL
knowledge centered services
case management
root cause analysis
RCA
SaaS
PaaS
Enterprise Software
Escalation Management
Customer Service
Jira
Confluence
Ticketing system

Job Details

Government Customer - or

- Hybird ( Mon, Wed, Friday to be in office ) Or Remote

- Atlanta, GA, USA or Portland, OR, USA

- 5+ Years Experience

- Technical Support Engineer

- Experience in Supporting "Software Platform" Tech Support

- case Management

- Dig into and understand complex technical issues related to our products and related data sources from other software providers whose data we ingest.

    • Useability problems
    • Configuration issues
    • Defects
    • Performance issues
    • Vendor issues affecting our products
    • Network type issues
    • Hardware issues (Phones)
  • Need to have good Network troubleshooting skills/experience
  • Need to understand data storage (SQL)
  • Need very strong analytical skills (They will primarily be debugging new issues)
  • Need to have more matured and effective log file analysis routines not just blindly dumping logs to next level (Not just vague searches Matured approach based on time periods, cross referencing logs and events or other logs, comparing good/bad logs, working backward from the log to find the triggering events)
  • Need to have a passion for creating knowledge articles KCS (knowledge centered services) is our scalability plan for support and we need staff who have a passion for documenting knowledge rather than hoarding knowledge. (Or having weak excuses not to document)

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