Technical Support Engineer

Fiery LLC is the leading provider of Digital Front Ends (DFEs) and workflow solutions for the growing industrial and graphic arts print industries. Fiery is leading the transformation from analog to digital imaging with scalable, digital, award-winning products for the printing industry. Based in Silicon Valley, California with offices around the world and a customer-base that includes over 2 million DFEs sold globally, we offer innovative software and cloud-based technologies that deliver fast performance, stunning colour, and exceptional print quality across a broad range of production printing devices. Fiery DFEs are installed in a diverse range of industry segments, including commercial print, packaging, signs and display graphics, ceramics, building materials, textiles etc. With over 30 years of excellent support and service, we have presence in 19 countries with 800 employees.

Fiery Vision: Enable the printer to produce what the designer imagined Director of Cybersecurity

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Fiery, LLC is looking for a hands-on, dynamic, results oriented and experienced technical support engineer with a proven track record of support and escalation management. Primary focus will be on executing support strategies to meet and exceed monthly, quarterly customer satisfaction targets with a team of industry leading professionals. Experience in working in customer / technical support in a multi-tier distribution/ reseller / OEM channel is a plus. Desired candidate must also demonstrate a proven methodology in complex customer relationship management.

Primary Responsibilities

• Contribute to a live phone queue with other support agents.
• Log detailed reports documenting customer problems and other related situations, as well as handle other administrative responsibilities.
• Develop and maintain detailed technical knowledge of the specifications and operation of Fiery Digital Print products.
• Interact with all levels of the customer organization from management to operator level.
• Provide OEM, Channel Partners, and customers technical expertise for the various components of Fiery Digital Print Products using combination of communication mediums – telephone, email, remote desktop sessions, and face-to-face.
• Able to work with various engineering and product groups in various locations globally.
• Test, analyze, organize, and report on progress of ongoing customer issues.
• Maintain a working knowledge of commercial printing industry standard software, hardware systems and relevant diagnostics.
• Track and maintain knowledge of multiple issues and priorities concurrently.
  
  

Educational And Experience Requirements

• Bachelor’s degree in Science, post secondary school technical diploma in IT systems or system administration or equivalent networking/IT industry working experience, or a minimum 1-3 years related industry experience in a service environment providing technical support management, field support or product training.
• Effective problem solving, risk management and escalation skills
• Ability to manage multiple issues/products in a fast-paced environment
• Can-do attitude
• Proven customer-oriented skill in software technical support position, or related technical field.
  
  

Technical Requirements

• Methodical troubleshooting skills
• Advanced knowledge of Windows and Apple operating systems
• Advanced networking experience: TCP/IP, wireless networking protocols, various Internet browser configurations, Proxy servers, etc.
• Experience with using and troubleshooting LDAP, Active Directory, FTP, SMTP, Microsoft Office, and Windows IIS.
• Superior communication and listening skills to find solutions to complex customer problems.
  
  

Other Requirements

• You possess strong cross-functional communication skills and team skills.
• Excellent interpersonal skills including courtesy, tact, and discretion.
• Can resolve conflicts and make sound decisions.
• You must be a team player very willing to be hands on.
• Ability to adapt to a fast-changing environment and work well under pressure.
  
  

Candidates With Higher Success Rate

• Someone who has worked in a support for a software manufacturer
• Someone who has experience with the printing industry, especially Fiery technology.
• Someone who has strong working knowledge of SalesForce.com, CRM, Jira(Atlassian), or other case tracking systems.
• Experience as a support phone agent in a call center
• Someone who can work well as part of a team and is self directed
  
  

What’s in it for you?

• Opportunity to work in a Multinational Product Organization
• Partner with and learn from seasoned professionals / leaders
• Exposure to latest tech stack
• Accelerated career growth
• Flexible, hybrid work environment with a healthy work life balance
• Culture of meritocracy, inclusion, empowerment and fun
• Competitive pay and benefits