Our client a global e-commerance platform is looking to hire a Support Engineer to join their team in Sunnyvale, California. This is a 1-year contract onsite position.
As their Support Engineer you will be handling enterprise technical support cases of all severities. You clarify the customer need, determine if there is a problem, evaluate their impact(s) or
technical risk(s), and manage their expectations for resolution appropriately.
Responsibilities:
propose workarounds during times of crisis to get customers working again.
escalate when issues become critical or complex.
Perform oncall, onsite support, or coordinate critical conference calls.
SME in one or more products or services and handle escalations related to
those services.
Understand the architecture (at a high-level), operational
parameters, and troubleshooting techniques.
assess customer technical practices related to these services for development, design, and operations.
Understand the risk/opportunities with various implementations and help customers make the right trade-offs (e.g., creation of downstream bottlenecks, managed vs. unmanaged services, etc.).
Qualifications:
Bachelors degree in engineering, computer, or a related technical field
3+ years relevant in troubleshooting, developing and testing of electronic products and related services for enterprise customers.
Understands the architecture and operational parameters to effectively handle escalations.
Able to learn new technologies as they emerge.
Understands how technologies interact, such as WiFi, BT, Android/iOS apps, web services, and APIs. Sees patterns.
Able to make connections to improve systems and their
operational efficiency. Knows what solutions exist elsewhere and how they can be connected.
Knows how to assess technical practices for development, design, and operations and works with customer(s) to recommend the right methods for effective service operations.
Able to build workarounds during times of crisis to get customers working again.
Preferred qualifications:
Proven technical experience in development, testing and implementation of large scale, complex technology projects.
Working knowledge using Microsoft Office suite, and software for technical document writing.