Support Technician

San Francisco, CA

 

The Support Technician is a newly defined role and reports to the V.P. of Product Management.

Responsibilities

The support technician’s role is a critical hands-on, customer facing support role. Using their in-depth product knowledge, Palamida’s support technician’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 support technician’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.)