Support Engineer III

| Greater Denver Area
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The Opportunity: 

As the Support Engineer III you are the right hand of the Technical Support Manager: assisting with training, coaching, interviewing, mentoring, and more. This position is the bridge between front line support and engineering/software support, working together to resolve customer and product challenges. This is a highly technical position spanning across various and diverse customer infrastructures. 

Applicants should be energetic, driven individuals who have a passion for customer success and mind for technical support. You will be part of the support team and collaborate directly with quality assurance, engineering, and business teams.

This position will report directly to the Technical Support Manager.

Who we are:

Headquartered in Denver, Mersive Technologies is well-known as a market disruptor in the collaboration software space that has had 3 straight years of profitable operations and double-digit sales growth. This combination of innovation, rapid growth, and profitability make us a unique technology company. Our wireless collaboration products make the world’s meetings better by a more productive and engaging experience. Among our customers are over 30 Fortune 100 companies and Ivy League universities who use Mersive Solstice to make their workplace meaningful, connected and more enjoyable for everyone. Since launching Solstice in 2014 it has been deployed in over 100,000 meeting spaces through our worldwide sales and integrator partner network.

But who are we? We are a diverse team of over 160 talented people who genuinely care about our work, customers and each other. We promote a culture of innovation, trust and accountability. We believe that each team member brings a unique perspective and has the ability to genuinely make an impact here. We value transparency, intellectual honesty, hard work and community. Mersive is growing quickly, and we are looking for folks who like a challenge and aren’t afraid to break new ground in either technology or business models.

Roles and Responsibilities:

Communication Skills:

  • Excellent situational management skills applied to customer, management, Services/Sales communication requirements
  • Independently able to manage customer critical communication, status reports and internal Mersive leadership reporting
  • Able to convincingly advocate for customers cross functionally within Mersive
  • Able to effectively present to technical and non-technical audiences on individual customer situations, as well as trending product issues.

Productivity/Efficiency:

  • Is a recognized Subject Matter Expert for the Mersive Products
  • Critical thinker, able to bring a different perspective and approach to every problem.
  • Consistently helps team members meet or exceed Customer SLA’s, and ensures that internal SLA’s and Class of Service goals with Support are met or exceeded.
  • Expert time management skills and demonstrated ability to manage both individual caseload as well as involvement in escalated/complex cases.

Mentoring / Training:

  • Leads by example in mentoring others, driven to constantly share knowledge.
  • Seeks to be in the vanguard of new technical and product challenges as a role model to peers
  • Leverages escalated cases for opportunity to reinforce best practices on Engineering problem submission and data

Escalations and Engineering Interface

  • Take charge of internal and external escalations from varied contacts
  • Helps determine appropriate prioritization of JIRAS, and adjusts as demands evolve.
  • Monitors active JIRA’s for compliance to process, follows up and escalates as needed
  • Sets expectations and drives resolution while regularly communicating status to internal and external stakeholders.
  • Able to perform trend analysis and supply recommendations
  • On call rotation may be required

Knowledge and Case Management

  • Coaches peers on Knowledge Base usage and best practice.
  • Uses Service Cloud/ZenDeskcall tracking as well as JIRA to manage all case details in a timely manner.
  • Meets and exceeds individual and team targets & SLAs.
  • Applies knowledge and makes use of diagnostic tools to analyze and resolve issues.
  • Contributes heavily to overall documentation creation for internal and external communication. 

Required Qualifications/Experience:

  •  5+ years of technical support experience (Ideally within Networking/MSP space)
  • Must have a Technical Degree and networking certifications such as Net+, CCNA, JNCIA, CMNO, CMNA, NSE
  • Considerable experience with troubleshooting software problems across multiple OS platforms (Microsoft Windows Embedded, XP, 7, 8, 10, MS Windows Server Versions)
  • Familiar with mobile operating systems like iOS and Android
  • Must possess strong technical troubleshooting skills- able to parse log data and event correlation
  • Must have excellent soft skills- able to defuse escalated customer situations
  • Proficient knowledge of network protocols (TCP/IP, Service Ports, DNS, NTP)
  • Able to confidently read and understand network topologies, pcaps and RF analysis outputs
  • Must have a passion for mentoring- training and mentoring new hires as well as tenured team members
  • Must be detail oriented with an eye towards project management
  • Must be excited and able to work with ambiguity in fast changing environments

Why Mersive:

  • Competitive compensation and benefits program 
  • Work/Life Balance, including a generous PTO plan.
  • Dogs welcome!
  • Culture of collaboration, integrity, authenticity and innovation.
  • High growth and endless opportunity


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Location

Our company is in the trendy RiNo area with plenty of bars and restaurants. Plus, the office is easy to get to since parking is provided!

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