Tier 2 Technical Support Engineer

For quick consideration apply here

Tier 2 Technical Support Engineer


About Us:


Wireless Generation is a rapidly growing, privately held, New York-based educational software company with satellite offices in Atlanta and Dallas. With more than 190 employees, Wireless Generation has pioneered the use of handheld-to-Web technology in pre-kindergarten through 6th grade classrooms for formative assessment including screening, diagnosis, progress monitoring and reporting. Its patent-pending mCLASS system enables educators to conduct early reading and math assessments on handheld computers and, through sync technology, securely transfer that data to a secure Web-based reporting system.

Building upon this foundation, Wireless Generation's newest offerings help educators to put student performance data and analysis at the center of their instructional programs. These products and services include customizable graphical reports that give educational leaders unprecedented insight into instructional needs and effectiveness across their districts; professional development workshops on data analysis, interpretation and leadership; instructional guidance linked to student data; and tools for reducing special education referrals and implementing Response to Intervention (RTI) models.


Wireless Generation continues to transform the way educators collect and use data, creating a culture of continuous feedback in classrooms that improves teaching and learning. More information is available on the Web at www.wirelessgeneration.com


Responsibilities of Tier 2 Technical Support Engineer:

Research and troubleshoot questions and problems with mCLASS software applications.
Analyze server logs and query production databases to: research and resolve customer issues, provide information to Engineering.
Thoroughly research and document escalations, provide information to Account Management and Customer Care.
Work closely with Engineering to learn how to use and resolve issues with mCLASS technologies; identify and report software issues to the product development teams; document issues, analyze root causes, and implement or suggest their resolutions.
Serve as a technical liaison between Tier 1 and Engineering.
Provide application and systems support and training to Tier 1 support.
Assist with telephone and email technical support for customers when necessary.
Verify resolved issues and communicate resolutions to Tier 1 support team or customers .


Tier 2 Technical Support Engineer


Requirements of Tier 2 Technical Support Engineer:


Bachelor's degree or equivalent work experience, preferably in Mathematics or Computer Science.
Minimum 5 years prior experience in a business/technical environment with proven research and troubleshooting skills, including two years in a tech position (IT Operations, Help Desk Support, Application Development, Database Administration, etc.).
Ability to diagnose and correct application and hardware issues, including some prior experience supporting and troubleshooting sync and proprietary software. Some programming and/or web development (HTML, XML, JavaScript, C++, SQL etc.) and/or general familiarity with programming logic, a huge plus.
Knowledge of networks, including common proxies and firewalls, required.
Outstanding written and verbal communication and research skills, ability to read and write technical documentation (technical writing experience a plus).
Excellent analytical, organizational and time management skills; adept at multitasking and prioritizing.
Some travel (~10%).


Wireless Generation is an Equal Opportunity Employer, M/F/D/V.


For quick consideration apply here