Technical Support Engineer Job in Khoros

ABOUT KHOROS

ROLE

If you want to accelerate your learning and career growth in a technology field with a forward-looking company, stop doing the same things you have been doing and take action. Think about the impact you could have above and beyond your current role.

We are adding a Technical Support Engineer to the Khoros Product Support Team. You ll be responsible for providing technical support to our customers for Khoros Care and handle Severity 1 Issues (a.k.a. Outages). You will understand our products from a functional and technical standpoint and be able to respond to customer questions and issues reported via our ticketing system. Engineers in this group are a key part of our 24X7 support team. The team sets high standards for the work they do while also maintaining a learning-oriented work environment. You ll be challenged to scale up quickly and learn many new technologies.

This is a customer facing role. As such, you will be expected to have good communications (written and verbal) and enjoy working with people.

Are you a technology/web-savvy person who is also great with people? Would you be interested in working for a growing company who is a market leader in an exciting field? Would you like to elevate the typical support analyst role to a complex technical software opportunity? If so, read further.

WHAT YOU WILL DO ?

• Resolve product and outage issues for Khoros customers.
• Escalate problems to the correct teams where appropriate.
• Resolve simple requests without needing to escalate
• File Production Deployment Requests on behalf of our customers.
• Identify additions and improvements needed in our product documentation.
• Engage in training opportunities on our products and key technical areas.
• Help drive global knowledge around supporting the product and become the single source of product related escalations within customer support for the region
• Solve problems in an effective and measured manner. You ll be working primarily with technical teams focused on technical solutions, so the ability to build a trust relationship with experienced resources is critical.
• Perform advanced troubleshooting, log analysis, and interact with customers to reach solutions and answers to various inquiries.
• Contribute to a detailed and comprehensive knowledge base that our clients and internal consumers can use to solve their own challenges without needing to contact us..
• Sustain our 97%+ customer satisfaction rating by providing phenomenal, personalized support with our great customers (many of which you will recognize).
• Elevate the typical support analyst role to a complex technical software opportunity.

We need a customer-focused individual with enthusiasm for technology and social media who loves engaging with people. We re looking for someone who gets a kick out of helping their colleagues as well as solving problems for customers. There ll be plenty of opportunities to learn about our products and develop your career in a technical or customer-centric direction.

As part of a global 24/7 support team, occasional rotation within an on-call system for specific weeks or weekends may be required, so please be aware of this prior to applying.

WHO WE ARE LOOKING FOR?

The Technical Support Engineer role is experienced technically and is responsible for making the rest of the team more effective. In today s ever-changing social landscape, we need someone who s up-to-date on the latest and greatest web tools and platforms. To do so, we use Web 2.0 architecture, HTML, CSS, JavaScript, relational databases and networking in our day-to-day lives. This means a proficiency with programming, script languages, and relational databases will definitely help you to succeed. If your background includes social web interest, that s a serious plus! To be successful in this role, you should enjoy working with people and have good organization and time management skills.

• 3 to 5 years of experience in customer and/or technical support roles, ideally analyzing and supporting web applications
• 3 to 5 years of experience working with customers, managing relationships and setting customer expectations
• Excellent written and spoken communication skills. You should have a clear telephone voice and good diction.
• Expertise in supporting complex Enterprise software solutions (ERP, CRM, etc) instead of more typical technical support. Able to communicate effectively between teams and individuals of varying technical expertise
• Familiar with the latest trends in social channels (forums, Facebook, Twitter, etc.)

Candidates for this role should have a basic knowledge of middleware infrastructure. For example, you should:

• Have a basic understanding of monitoring, health check of environments, and be able to review the web/app layer logs to identify the issue.
• Have basic knowledge of AWS cloud concepts like EC2, scaling, etc.
• Understand troubleshooting High Traffic, UI Latency, and log analysis.
• Have basic familiarity with Java.
• Have a basic understanding of SQL queries.
• Have user-level experience of the Linux environment.

WHAT WOULD ADD VALUE ?

• Experience in Web Technologies such as HTML5, CSS, JavaScript, and jQuery.
• Basic experience with programming languages like Java, JEE, or Python.
• Experience in HTTP REST APIs.
• A conceptual understanding of Multi-Tier Web Application architecture.

EDUCATION (Preferred, not Required)

• Bachelor s Degree in Computer Science, Information Technology, Management, or related field
• Technical or support certifications such as AWS, ITIL, SQL or Oracle SQL Expert

WHY SHOULD YOU JOIN OUR TEAM ?

We have a technical boot camp in which you ll learn how to work with our products, focus your attention on the right things that our customers need, and understand how to empathetically work with our customers. Our motivation is truly to help our customers succeed by responding to their needs quickly and with high quality.

We earn the loyalty and trust of our customers by setting a new standard for amazing support every interaction, every day.

The team is hoping to find someone who is energized by social media, customer support, and solving complex challenges. We re open, transparent, and hardworking. We have fantastic benefits including Health, Dental, Vision, and much more. Our culture is as exciting as our products, and we re looking for another person to join. Come check us out!

Awesome Culture

• Performance Driven
• Flexible Working hours

Great Benefits

• Health, Dental & Visual insurance
• Gym Allowance
• Well stocked Pantry
• Commute and leave allowance
• Generous leave policy

Competitive Compensation

• Among the best in industry
• Annual bonus

Equal employment opportunity

• Our employment practises

OUR VALUES

We earn trust throughour actions and attitudes

We win and grow as one team

We listen learn and lead to help our customers succeed