Customer Support/Technical Support Engineer

San Francisco, CA

 

The Customer Support/Technical Support Engineer is a newly defined role and reports to the V.P. of Product Management.

Responsibilities

The Customer Support/Technical Support Engineer’s role is a critical hands-on, customer facing support role. Using their in-depth product knowledge, Palamida’s Customer Support/Technical Support Engineer’s provide accurate and timely information to our clients and partners while also supporting internal audiences such as the sales, service, and marketing groups. The Customer Support/Technical Support Engineer’s duties include:

  • Answering technical inbound questions from customers via, phone, chat, e-mail, and website communications.
  • Providing technical support to the field sales force on product related questions.
  • Providing phone assistance to customers on product installation, configuration, and use.
  • Logging and following up on customer issues / tickets.
  • Logging and following up on product bugs and requests for enhancements.
  • Providing detailed feedback on communications to management regarding support issues in order to improve product reliability and ease of installation.
  • Providing specifications and assistance to the quality assurance efforts to build use cases for testing based on information gathered in the field.
  • Working with other team members to respond to forums to ensure accurate solutions are presented for issue resolution.
  • Manage the delivery of projects both individually and through others.
Qualifications
  • Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or Business Administration.
  • 3 to 5 years of full time work experience in a related field.
  • General working knowledge of computer systems, networks, peripherals, and hardware.
  • Experience with Java, C/C++ and other application development languages.
  • General working knowledge of LINUX, Windows, or other operating systems.
  • Ability to think in a logical and systematic way to solve problems, incorporate suggestions and create solutions.
  • Ability to rapidly learn new technologies and network techniques “on the job”.
  • Excellent verbal and written communication and interpersonal skills.
  • Excellent time management skills.
  • Self motivated and able to work independently or as part of a team.
  • Must be either in or willing to move to San Francisco area.

Desirable:

  • Preference will be given to candidates that are intelligent, ambitious, and have a desire to help others succeed.
  • Previous experience in a product analyst, or product support role.
  • Previous experience in medium to large enterprise software organizations (i.e. Oracle, Microsoft, SAP, Peoplesoft, etc.)