GrowthMindset is seeking a Senior Support Engineer (Telecom) for a direct hire position with one of our leading clients in Seattle.
The position will be responsible for providing customers with third-tier technical and application support ensuring maximum productivity and accurate implementation of products; monitor application software, initiating system installations and upgrades as necessary in a timely manner; design and implement new monitoring tools and procedures ensuring accuracy and completion in a timely manner; provide customer support to clients walking through problems, contacting vendors when necessary, or go to location to identify and resolve issues.
•Mentor new support engineers in technical knowledge and tech support best practices
•Provide group and 1:1 technical assistance for difficult issues.
•When needed, participate in customer meetings and communications.
•Proactively review cases to identify potential blockers and make suggestions for progressing.
•Model proper usage of processes and tools.
•Ensure the quality of issues reported to the engineering team.
•Identify knowledge base areas that require improvements and lead implementation of improvements.
•Use metrics and experience to identify hot issues both for individual customers and for groups of customers.
•Champion the implementation of support process and education changes to improve the customer experience.
•Coordinate the rollouts of new products within the support team.
•Coordinate with the engineering and marketing teams on product improvements.
•Bachelor's degree from an accredited college or university with major course work in engineering, computer science, programming, or a related field is required. Equivalent work experience in a similar position may be substituted for educational requirements.
•Minimum four years’ experience in customer technical support in telecommunications or other high technology industries required. Minimum two years’ experience in public safety systems operations preferred
•3-5 years’ experience in vendor technical support (B2B) preferred.
•Networking Support experience.
•Solid mentoring skills with support engineers of all technical levels.
•Ability to script in any coding language.
•“As a service” Support experience.
•SIP or Linux experience preferred.
•Intermediate knowledge of Word, Excel, and PowerPoint required.
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