Technical Support Engineer Tier II (TSEII) (RT005)

GENERAL PURPOSE OF POSITION:

The Tier II Technical Support Engineer (TSE II) is responsible for meeting customers’ second-level needs on products, application questions, and technical support.  This also includes working with the Tier III Technical Support Engineers (TSE III) on escalated customer issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Business, Technical Knowledge & Judgment
  • Responds immediately to inbound email, phone calls, and call tickets to ensure internal and external customer satisfaction.
  • Resolves first- and second- level technical issues.
  • When necessary, recreates customer problems and tests resolutions in a lab environment.
  • Documents information on all incoming calls in the Customer Assurance database in order to track number of calls and customer response time.
  • Provides documentation for beta and FOA test plans to assist customers with installation.
  • Provides after-hours and weekend customer support duties based on a rotating schedule.
  • Verifies daily that escalated tickets have received attention and that information or resolutions are communicated to the TSE III staff prior to follow-up with the customer.
  • Customer Satisfaction through Excellence
  • Responds rapidly to assigned issues to ensure internal and external customer satisfaction.
  • Instructs and advises customers by telephone, email, or other appropriate means on installation, application, troubleshooting, maintenance, and upgrades of SpiderCloud products.
  • Communicates clearly and regularly on the status of progress toward issue resolution.
  • Communication
  • Escalates unresolved application issues to TSE III, product managers, and engineering to ensure prompt responses to customer issues.
  • Prepares weekly reports on call activity and response time for the Director of Customer Support.
  • Teamwork & Collaboration
  • Works directly with Tier III Technical Support Engineers to resolve escalated issues to ensure customer satisfaction.
  • Participates in on-call rotation for after-hours and weekends support.
  • Initiative
  • Recommends changes or policies to increase department effectiveness and customer satisfaction.
  • Must be prepared for some travel (10-20%), including international travel.
  • Long or irregular hours are normal

QUALIFICATIONS:

  • Ideal candidate must be self-motivated, organized and analytical; with a proven track record in knowledge of technology.
  • Comfortable in the dynamic atmosphere of a technical support organization with a rapidly expanding customer base and technology span.
  • Customer support experience is preferred.
  • Must be able to communicate professionally in written responses to emails, service requests and trouble reports.
  • Familiar with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
  • Knowledge of Network Operation Center (NOC) processes and procedures is a plus.
  • Working experience in wireless network on one or more of the following technologies: UMTS, CDMA, EVDO and LTE.
  • Technical skills in data equipment such as routers, switches, and wireless LAN; wireless Core. Cisco CCNA or CCNP; or other vendor-specific certification is a plus.
  • Working level knowledge of Unix/Linux.
  • Familiar with log and KPI analysis.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree (B.A.) from a four-year college or university and two or more years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write reports, business correspondence, and method of procedure documentation. Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

REASONING ABILITY:

Ability to define problems, collect data, establish factors, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Location: Milpitas, CA

To apply for this position, please email your resume to: careers@spidercloud.com and include reference to Job #RT005 or mail your resume to SpiderCloud Wireless, Inc., Attn: HR Dept., Job #RT005, 475 Sycamore Drive, Milpitas, CA 95035