Tier II Support Engineer

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Solstice is changing meeting culture for the better around the world. Our products can be found in some of the largest companies and in the world in mission-critical environments and is deployed in everyday classrooms and conference rooms. We are a team of creative, dedicated individuals who love what we do.

We’re looking for a talented Support Engineer who can work directly with customers and internal resources to assist in tracking down, assessing, and addressing customer issues. You’d be directly contributing to the success of our customers by investigating customer issues, helping customers successfully utilize the Solstice product line, and acting as an escalation path between the customer and the software engineering team.

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

Roles and Responsibilities:

  • Frontline ticketing/ phone support
  • Manage escalations from SE I tier
  • Work with SE I to train/ mentor
  • Validate customer issues through testing when possible and escalate to engineering/ SE III
  • Identify and document possible trends to be escalated
  • Feedback issue resolutions to SE
  • Attend tradeshows or customer sites (occasionally- key events like Info Comm)


Required Qualifications/Experience:

  • 3+ years of customer support experience
  • Must possess strong technical troubleshooting skills- able to parse log data and analyze customer environments for issues
  • Must have strong soft skills and ability to work under pressure
  • Must possess high level understanding of networking equipment and environments
  • Advanced understanding of Audio/ Visual equipment and functionality
  • Must have passion for mentoring- training new hires will be required

Desired Qualifications/Experience:

  • Experience with video and multimedia streaming
  • Experience with network hardware and software
  • Experience with defect and test tracking tools (i.e Bugzilla, JIRA, Rally) is a plus
  • Bachelors in Computer Science or MIS/CIS or equivalent experience

Mersive offers competitive compensation and benefits providing choice and flexibility for our employees. Our offerings include:

  • Comprehensive medical, dental and vision plans
  • Generous PTO plan
  • Company paid Life, AD&D, STD and LTD insurance
  • 401(k) retirement savings plan
  • Stocked kitchen with snacks and beverages
  • Collaborative, open and pet friendly work environment
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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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