What are the responsibilities and job description for the Technical Support Specialist position at Voxware?
Summary
Job Description
We seek a highly motivated, resourceful, bi-lingual (English and Spanish) Support Specialist to join our dynamic team. This opportunity is a remote work role that still offers a unique chance to work in both cloud and customer premise environments. You will be responsible for managing AWS resources, deploying application updates, troubleshooting customer hardware issues, scripting automation tasks, and providing exceptional technical support.
Responsibilities
Job Description
We seek a highly motivated, resourceful, bi-lingual (English and Spanish) Support Specialist to join our dynamic team. This opportunity is a remote work role that still offers a unique chance to work in both cloud and customer premise environments. You will be responsible for managing AWS resources, deploying application updates, troubleshooting customer hardware issues, scripting automation tasks, and providing exceptional technical support.
Responsibilities
- Working directly with Customers to troubleshoot live system issues
- Provide technical support to internal users via phone, email, and in person
- Manage and maintain AWS EC2 instances, including provisioning, configuration, and troubleshooting
- Deploy application updates and patches according to established procedures
- Create and maintain PowerShell scripts for automation and task management
- Manage Jira service desk queue, including ticket creation, assignment, and resolution
- Create and update Confluence pages to ensure the accuracy and accessibility of information for internal and external users
- Deploy and manage Datadog agent to monitor system health and performance for both cloud and on-premises infrastructure
- Create and maintain knowledge base articles for internal and external users
- Take part in paid after hours support rotation
- Fluent in Technical Spanish
- Being a resident of the State of New Jersey is a requirement of the job.
- Bachelor’s degree in computer science, Information Technology, or related field (preferred)
- 2 years of experience in a technical support role
- Experience with AWS, including EC2, S3, and IAM
- Experience with SQL Server Retrieving Data, Data Analysis and Database Management
- Experience with PowerShell scripting
- Experience with Jira and Confluence
- Experience with Datadog (or similar monitoring platform)
- Familiarity with remote troubleshooting techniques
- Excellent verbal and written communication skills
- Excellent interpersonal skills and the ability to work in a high stress environment
- Ability to work independently and as part of a team
- Strong problem-solving and analytical skills
