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Technical Support Engineer - APAC Clients

? Alfresco

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.

THIS ROLE LOOKS AFTER OUR APAC CLIENTS. ON-CALL TIME WILL BE 6PM EST - 3AM EST 

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

common.workspaces

Benefits

CULTURE  Work hard, play hard environment
CULTURE Work hard, play hard environment
WORK FUEL  Unlimited snacks and beverages offered
WORK FUEL Unlimited snacks and beverages offered
GIVE BACK  Paid time-off to support the community
GIVE BACK Paid time-off to support the community
WORK LIFE INTEGRATION  Opportunity to work the way you do best
WORK LIFE INTEGRATION Opportunity to work the way you do best
EXTRAS  Jawbone fitness band, choice of office gear, parties, ping-pong tournaments, swag and more
EXTRAS Jawbone fitness band, choice of office gear, parties, ping-pong tournaments, swag and more
HEALTHCARE  Complete programs for you and your family
HEALTHCARE Complete programs for you and your family
COMPENSATION  Competitive salary & equity to attract top talent
COMPENSATION Competitive salary & equity to attract top talent
INVESTMENT PLANNING  401K savings / pension plan & match
INVESTMENT PLANNING 401K savings / pension plan & match
Technology stack
PHP PHP
Apache HTTP Server Apache HTTP Server
Google Analytics Google Analytics
Amazon CloudFront Amazon CloudFront
Mandrill Mandrill
SendGrid SendGrid
Varnish Varnish
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