Tier 1 Support Engineer

Lyris Technologies is a successful software company that develops applications for email list management and marketing. Our customers are medium- and large-size businesses that rely on our software for their newsletters and promotional campaigns.

 

Lyris takes pride in the successes attained so far. Our products have received significant industry recognition. As well, in 2004, the East Bay Business Times named Lyris one of the 50 Fastest Growing Companies in the Bay Area.



We are looking for a Tier 1 Support Engineer to join our team! This position will be based in either San Jose/ Menlo Park.

 Job ResponsibilitiesProvide direct client support via email and phone within defined SLAsInterface closely with T2 engineers to resolve client issuesDocument and maintain open issues in a CRM system to ensure organized documentation and tracking of client issuesInform clients on status of all issues resulting in 100% awareness by clientTrain new clients on the use of the Lyris HQ productAssist in providing full service to clients including HTML newsletter assembly and email campaign generationAssist in knowledge base population and maintenanceAssist Engineering team by filing and resolving bugs and/or issuesProvide 24/7 client support on a rotating pager scheduleDemonstrate solid troubleshooting skillsExcellent interpersonal, written and verbal communication skillsHTML knowledge is a plus

 

 QualificationsStrong engineering aptitude and demonstrated ability to apply those skills Must possess the ability to manage high caseload to closure or escalationMust possess the ability to document cases to ensure escalation and turnover are efficient workflowsMust understand the customers requirements, detect the customers attitude and manage the situation accordingly

 

Compensation: Competitive salary, bonus, and benefits



Timeframe: Immediate start for a full-time, permanent position



How to apply: Write a targeted cover letter that demonstrates you have visited our Web site and understand what we do How would you make a positive contribution to our business?

Please reference Tier 1 Support Engineer in your cover letter and email it along with your resume to jobs-adm@lyris.com

AA/EOE