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Spok

Product Support Engineer - Windows OS - Remote (26-24)

Spok United States · $75K–$85K/yr

IT Services and IT Consulting · 501-1,000 employees

Yesterday
Remote support-engineer Mid (2-5 yrs) Full-time United States
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About the role

The Product Support Engineer is responsible for resolving customer technical issues and ensuring the reliability of mission-critical solutions. This role involves collaborating with team members, maintaining knowledge documentation, and providing on-call support for critical issues.

What they look for

Windows Server OS SQL Technical Support Troubleshooting Root Cause Analysis Customer Communication Remote Access Technologies Knowledge Management Change Control Critical Thinking System Configuration Software Support

Requirements

Candidates should have at least 2 years of experience in proprietary software support and proficiency in Windows Server OS and SQL. Strong communication skills and the ability to work under pressure in a fast-paced environment are essential.

Full description

The Product Support Engineer is responsible for ensuring maximum uptime and reliability for Spok customers’ mission critical solutions through professionalism, timeliness and dedication to quality resolutions.

Responsibilities 

>Taking ownership of reported customer technical issues and seeing problems through to resolution.

>Facilitating customer communication.

>Applying application patches as needed.

>Utilizing remote secure access technologies to diagnose and resolve customer issues.

>Collaborating with team members to troubleshoot and resolve issues.

>Consulting with other vendors to identify the best approaches to resolving complex issues.

>Review customer information, manuals, procedures, and processes to ensure accuracy and quality.

>Creating and maintaining knowledge articles that are used internally and externally for training, best practices, solutions, or environmental processes.

>Providing Root Cause Analysis to customers based on troubleshooting effort and identifying recommendations for long-term solutions.

>Preparing change control documentation for product corrections or configuration changes.

>Using your knowledge of Spok products, infrastructure, related technologies, and critical thinking skills to research and provide guidance to the customer for issue resolution.

>Advising customers on best practices to meet their business needs through application software, hardware, or system functionality of Spok products.

>Meeting service level expectations and ensuring proper documentation of reported issues.

>This position involves on-call responsibilities for critical customer issues and is rotated amongst the team 24/7/365.

Required Skills & Experience

>Associates degree in a technical field preferred

>2+ years of previous proprietary software support experience for external customers

>Experience in Windows Server OS (operating system)

>Experience in SQL

>Salary range: $75,000-85,000

>Strong customer support skills and the ability to quickly assess client personalities and technical skill level and work toward positive resolutions

>Well-developed oral and written communication skills

>Ability to work under pressure, stay calm and in control while performing critical thinking to resolve technical issues

>Ability to work in a fast-paced environment

>Occasional travel to customer sites may be required (less than 5%)

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