What are the responsibilities and job description for the Support Engineer - Support Engineer II position at Apex Systems?
Job#: 2066484
Job Description:
Apex Systems is looking for a Support Engineer in the Sunnyvale area. If you or someone you know is interested, please send your updated resume to technical recruiter, Madison Sylvia at [email protected] . Thank you!
Enterprise Technical Support Engineer
Location: Sunnyvale, CA
Number of Openings: 1
Contract Duration: 12 months
Job Summary: This role is both challenging and rewarding. You will work independently, handling enterprise technical support cases of all severities. Your responsibilities include clarifying customer needs, determining if there is a problem, evaluating impacts or technical risks, and managing customer expectations for resolution appropriately. You will help customers and other support engineers solve difficult technical support problems and prioritize cases. You will propose workarounds during crises to get customers working again and escalate issues when they become critical or complex. You may perform on-call, onsite support, or coordinate critical conference calls. You will become an SME in one or more products or services and handle escalations related to those services. You will understand the architecture (at a high level), operational parameters, and troubleshooting techniques. You will assess customer technical practices related to these services for development, design, and operations. You will know when to replicate workloads to best serve or guide a customer. You will understand the risks and opportunities with various implementations and help customers make the right trade-offs (e.g., creation of downstream bottlenecks, managed vs. unmanaged services, etc.). You will help your customers optimize their use of Amazon product and service support tools and adopt best practices (e.g., data security, fault tolerance, performance, etc.). You will learn new technologies as they emerge.
Key Responsibilities:
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.
4400 Cox Road
Suite 200
Glen Allen, Virginia 23060
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Apex Systems.
Job Description:
Apex Systems is looking for a Support Engineer in the Sunnyvale area. If you or someone you know is interested, please send your updated resume to technical recruiter, Madison Sylvia at [email protected] . Thank you!
Enterprise Technical Support Engineer
Location: Sunnyvale, CA
Number of Openings: 1
Contract Duration: 12 months
Job Summary: This role is both challenging and rewarding. You will work independently, handling enterprise technical support cases of all severities. Your responsibilities include clarifying customer needs, determining if there is a problem, evaluating impacts or technical risks, and managing customer expectations for resolution appropriately. You will help customers and other support engineers solve difficult technical support problems and prioritize cases. You will propose workarounds during crises to get customers working again and escalate issues when they become critical or complex. You may perform on-call, onsite support, or coordinate critical conference calls. You will become an SME in one or more products or services and handle escalations related to those services. You will understand the architecture (at a high level), operational parameters, and troubleshooting techniques. You will assess customer technical practices related to these services for development, design, and operations. You will know when to replicate workloads to best serve or guide a customer. You will understand the risks and opportunities with various implementations and help customers make the right trade-offs (e.g., creation of downstream bottlenecks, managed vs. unmanaged services, etc.). You will help your customers optimize their use of Amazon product and service support tools and adopt best practices (e.g., data security, fault tolerance, performance, etc.). You will learn new technologies as they emerge.
Key Responsibilities:
- Handle enterprise technical support cases of all severities independently.
- Clarify customer needs, determine problems, evaluate impacts or technical risks, and manage customer expectations for resolution.
- Help customers and support engineers solve difficult technical support problems and prioritize cases.
- Propose workarounds during crises to get customers working again and escalate issues when necessary.
- Perform on-call, onsite support, or coordinate critical conference calls.
- Become an SME in one or more products or services and handle related escalations.
- Understand the architecture, operational parameters, and troubleshooting techniques.
- Assess customer technical practices for development, design, and operations.
- Replicate workloads to best serve or guide customers.
- Understand risks and opportunities with various implementations and help customers make the right trade-offs.
- Optimize customer use of Amazon product and service support tools and adopt best practices.
- Learn new technologies as they emerge.
- Bachelor’s degree in engineering, computer science, or a related technical field.
- 3 years of relevant experience in troubleshooting, developing, and testing electronic products and related services for enterprise customers.
- Understanding of architecture and operational parameters to effectively handle escalations.
- Ability to learn new technologies as they emerge.
- Understanding of how technologies interact, such as Wi-Fi, BT, Android/iOS apps, web services, and APIs.
- Ability to see patterns and make connections to improve systems and their operational efficiency.
- Knowledge of assessing technical practices for development, design, and operations and recommending the right methods for effective service operations.
- Ability to build workarounds during crises to get customers working again.
- Proven technical experience in the development, testing, and implementation of large-scale, complex technology projects.
- Working knowledge of Microsoft Office suite and software for technical document writing.
- Proven record of training and coaching junior support team members.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.
4400 Cox Road
Suite 200
Glen Allen, Virginia 23060
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Apex Systems.
