Technical Support Engineer

Description

About You...

You are a natural problem solver and love being able to help people. "Troubleshoot" is your middle name and you don't stop until a solution to the issue is found. People and Technology is at your core, and you enjoy the sweet spot of being both technical and customer facing. You possess a positive attitude and find it easy to get along with your team. If this sounds like you, keep reading!

About the Team...

The team is fun, collaborative, and close! They are always encouraging and applauding one another. They all share the common goal of helping their customers and growing along the way. Each member of the team has an incredible work ethic, setting the example for others who join. 

Your role...

Since Alfresco is open source, as our Technical Support Engineer, you'll need to provide a high level of expertise and exceptional quality of service to our customers. You possess a passion for investigating technical issues, including ambiguous and complex problems, have exceptional written and verbal communication skills, the ability to work independently as well as collaboratively while learning technical concepts rapidly and proactively, have a proven problem solving ability within the context of technical issues as well as potential impact to business continuity, and a positive attitude and ability to collaborate in a team-oriented environment.

Your Impact...

• Take full ownership and control of a support case without supervision while continuously improving the level of support to maintain customer satisfaction
• Interact directly with our partners and customers to resolve technical issues in a timely manner
• Provide support through case management system, phone, and screen sharing sessions
• Leverage access to internal resources to align customers with problem resolutions and information
• Maintain knowledge of product feature set for new releases while creating knowledge articles and solutions for common issues encountered by customers
• Work with global team members to identify and report product defects reported by customers, as well as matching new support cases to known issues
• Triage and prioritize assigned support cases based on severity, customer urgency, and end user impact
• Notify the support management team to develop a plan to avoid potential escalations, and escalate when appropriate