Job Description

Job Title: Associate Technical Support Engineer
Location: Draper, UT (Remote for now but must be able to go onsite in Draper when allowed back)
Duration: 6 months+

Regularly provides technical support expertise in a complex cloud platform environment with the need to support Service Desk, as well as enterprise class, mission critical, production environment for software customers. Supporting Enterprise Cloud, Federal Cloud, and HealthCare Cloud services.

Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both business operations and the business operations of customers. Apply technical support expertise to resolve and escalate customer issues. Customer requests may be received by Support Centers through automated alerts, voice initiated technical calls from Customers, Partners, remote maintenance calls, internal and field employees, Chat and Web support calls. Works closely with peers and internal SMEs to increase knowledge and resolve customer issues. Identifies and provides resolutions to technical problems. Use troubleshooting tools, content, and analytical practices to help determine best way to resolve identified and unidentified problems.
This position requires interaction and coordination among several different groups within the Product Development group including Operations, Development, QA and Support.

DUTIES AND RESPONSIBILITIES

  • Respond to customer-initiated service and incident tickets for reported problems and queries.
  • Act as a customer liaison and point of contact throughout the ticket lifecycle
  • Troubleshoot production problems with software products for and with customers.
  • Take initiative to accomplish tasks involving communication/coordination with Operations, Development and QA teams.
  • Improve existing processes and/or develop new processes to improve efficiency where needed.
  • Partner with various engineering teams to troubleshoot, analyze, and resolve tickets.
  • Ability to work well as a member of a large team spanning multiple cultures and time zones.
  • High self-motivation and ability to learn multiple technologies and software applications with little supervision.
  • Ability to multi-task several projects at a time.
  • Ability to communicate clearly both verbally and in written form; especially technical concepts.


QUALIFICATIONS - KNOWLEDGE SKILLS

Skills Desired:

  • Customer Centric Focus.
  • Practical decision making and problem resolution skills.
  • Excellent systems, software and network troubleshooting skills.
  • Beginner to Intermediate virtualization knowledge and experience working with virtualization tools (e.g. VMware vCenter, OpenStack or similar)
  • Basic knowledge of Linux OS
  • Experience with enterprise networking/storage/servers hardware; especially as it relates to virtualized environments.
  • Excellent (written and spoken) communication and customer support skills.
  • Basic Experience with configuration and maintenance of web servers (e.g. IIS 7.0+, NGINX, Apache)
  • Familiarity with Two-Factor Authentication concepts.
  • Experience with Docker, Amazon S3, and HTTP protocols is a plus.

Schedule:3rd Shift (9pm-7am MST), 4x10 week
Education: Associate degree; Technical or Business
Certification: ITIL Foundations (preferred)
Clearance: Working in Public Sector (ability to obtain)

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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