Customer Support Engineer (Level I and II), Mountain View, CA

Please Note This Is A Contract to Perm Position



Technical Support Engineer (Level I and II)

 

Job Description/Responsibilities

Reporting to the Manager of Global Support Services, the successful candidate will be responsible for providing a high level of customer satisfaction through the effective delivery of technical support and customer service programs. He/she will staff the Customer Service Hotline and email/web customer requests, including telephone, on-call pager, on-line and on-site support.

 

• Responsible for researching, troubleshooting, analyzing, and resolving customer hardware/software problem.

• Review and act upon daily reports of open service calls, escalate, assign or consult with Sustaining Engineers and management as required

• Generates Bug reports, product enhancement requests, FAQ's, Field Change Notices, etc.

• Assist Account Mgrs. and Field Service Engineers (FSE's) in escalation situations.

• Lead cross-functional teams to define and develop customer problem resolution plans, tracking milestones, deliverables, and reporting to management.

• Consults and develops effective relationships with others to drive creative solutions to improve customer product satisfaction.

• Provides backup support for Level 1 on all the following functions:

o  Staff and answer Customer Support 800 number during identified shifts, ensuring calls answered within 180 seconds.

o  Monitor Customer Support’s Help Inbox for emails and identify, document and respond to requests immediately upon receipt.

o  Log all inbound activities (phone and email) into Call Tracking system.

o  Handle customer RMA requests.  This includes troubleshooting products with customer’s to the best capability prior to performing an RMA on the product.

• Escalation point of contact interfacing with Customers, Sustaining Engineering, Account Managers, Field Service Engineers, and Consulting Services (Level 2).

• Prioritize tasks to meet deadlines.

• 24x7 on-call support

• Track, troubleshoot, update, escalate, and close customer support cases as appropriate.

• Ensure cases owned by the individual are updated regularly and that the customer is updated on a regular basis given department practices (Level 2).

• Meet department target objectives on response and resolution times.

• Must be able to understand complex, customer specific environments to more readily resolve specific issues.

 

Additional Responsibilities (Level 2 Requirement):

• Handling escalation issues and provides technical expertise

• Mentoring customer support engineers by cross training and providing training presentations.

• Participate in technical training/QA/beta testing activities

• Participate in new products technical support and delivery reviews

• Assist in the generation and review of technical materials and bulletins

• Document technical knowledge base articles and in product presentations and demonstrations as needed.

 

 

Helpful Experience


• BA/BS Computer Science degree or equivalent experience.

• Previous customer management and technical escalation experience.

• Operating System knowledge and troubleshooting skills. (Windows XP, Unix or Solaris) 

• Experienced multi-tasker able to work multiple customer issues while continuing to provide a high level of customer satisfaction.

• Strong Systems administration, network infrastructure, enterprising application and troubleshooting skills.

• Experience in analyzing complex problems, identify probable cause and determine resolution path in a fast paced environment.

• Demonstrated creative, critical thinking and negotiating skills. Excellent analytical skills.

• Oracle database experience.

• Java development support.  Experience in Web Server Administration (Websphere or Weblogic).

• Required experience with supporting enterprise applications

• Familiar with JSP, JDBC, BEA weblogic, HTML, web servers, application servers, integration servers and database servers

• 2 or more years experience in HW/SW development or technical/customer support role

 

 

This position also would fit for a JR Software Developer experienced with application support and/or professional services support.