5 Technical Support Engineer Jobs in Pleasanton, CA
XperiencOps Inc is Hiring a Technical Support Engineer Near Pleasanton, CA
Requirements
- Primary technical point of contact for premier enterprise customers.
- Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution of our SaaS products with promptness and accuracy.
- Assess the risk of product releases, and impending and important dates throughout the year, and act to mitigate any identified issues.
- Meet or exceed customer expectations on response quality, timeliness, and overall customer experience via email, phone, or chat, ensuring a high-quality customer service experience.
- Collect information and document bugs with Engineering for product issues that are impacting customers.
- Work in tandem with cross-functional teams, including engineering and product management, to resolve customer issues and champion customer needs.
- Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
- Provide interface between Customer Support and Product/Engineering teams
- Maintain detailed records of customer interactions, support cases, and resolutions within Jira Service Desk or similar ticketing systems.
- Must be willing to participate in on-call duties for any customer escalations during off hours.
- Associate or bachelor's degree in information technology, Computer Science, or relevant field, or equivalent practical experience.
- At least two years of technical support experience, ideally within a SaaS environment.
- Expert at mysql queries and deep understanding of database architecture.
- Experience with IT Operations and workflows.
- Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
- Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person)
- MUST be able to commute to east bay 5 days a week daily and able to work during the assigned shift from 6 am PT to 3 pm PT and/or 9 am PT to 6 pm PT.
- Competitive salary with comprehensive benefits.
- An engaging role in a dynamic and growing company with opportunities for professional development and growth.
- A collaborative work environment where your contributions to IT security and compliance are highly valued.
Job Summary
Full Time
$82k-109k (estimate)
04/28/2024
05/16/2024
The following is the career advancement route for Technical Support Engineer positions, which can be used as a reference in future career path planning. As a Technical Support Engineer, it can be promoted into senior positions as a Technical Support Analyst III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technical Support Engineer. You can explore the career advancement for a Technical Support Engineer below and select your interested title to get hiring information.
If you are interested in becoming a Technical Support Engineer, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Technical Support Engineer for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Technical Support Engineer job description and responsibilities
Responsible for providing technical support to clients in person and remotely.
02/27/2022: Tallahassee, FL
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
01/25/2022: Paramus, NJ
Technical support engineers need to rise above, and not respond with anger or frustration.
03/24/2022: Grand Forks, ND
Technical support specialists provide assistance to customers experiencing technical, software and hardware problems.
02/19/2022: Huntington, NY
They ensure that all technical aspects are functioning optimally.
03/02/2022: Champaign, IL
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Technical Support Engineer jobs
Taking ownership of customer issues reported and seeing problems through to resolution
04/11/2022: Chillicothe, OH
Patience, friendliness, and clear, non-technical communication are necessary to ensure customers don’t feel frustrated or talked down to.
03/29/2022: Orange, CA
A Technical Support Engineer provides customer service for computer hardware and software.
03/30/2022: Grand Forks, ND
Technical support engineers require a variety of hard skills and soft skills.
04/10/2022: Killeen, TX
A Technical Support Engineer duties and responsibilities may revolve around maximizing computer system capabilities and making recommendations.
01/31/2022: Lawrence, MA
Step 3: View the best colleges and universities for Technical Support Engineer.
