Technical Support Engineer – Integrations, 33242274

Position Overview:

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, and debugging complex computer systems, complex software, or networked and/or wireless computer systems.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning systems or software configurations. Reports design, reliability issues, or bugs to engineering/software engineering.

What you will do in this role:

Skills:

What you will need to be successful in this role:

Hiring Manager Notes:

Integrations gets a mix of issue types that typically center around these broad topics:

1) Email

2) SSO/Authentication

3) Web Services

4) Scripting /Rest API

5) database issues

Given the wide variety of issues that we get there is no 1 or 2 must have skills. Instead we are looking for candidates that some firsthand experience in as many of these technical areas as possible as it speeds up the ramp up time.

Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role?

What backgrounds/skills can we be more flexible with that can be learned on the job?

What will the interview process look like?

Screening Questions ( must be attached as a separate doc ):

1. You have been assigned a P4 case (lowest priority with a 24 business hours response SLA), and a few hours later, the customer makes the following comment: “Dear Engineer, I need this fixed right now. Please escalate.” – You have only taken an initial look at the case to read their problem statement but have not gone into further depth/research yet. What are the next actions you will take when reviewing this customer’s request.

2. Given the following metrics:

(a) Number of Knowledge articles either written or attached to your cases

(b) TTR (time to relief) - how long before a case has a solution

(c) CSAT – customer satisfaction survey/score

(d) Number of cases closed

As a Support Engineer, what order of priority or value (1 - 4, with 1 being top priority) would you give the 4 above options, and why? Essentially, what’s most important to you?

Note: This position will also require onsite presence weekly on Wednesday and Thursday at the Orlando office.

Pay Rate Range: