Buckhead area of Atlanta
- Permanent position with Excellent benefits
- 4 weeks vacation to start!
- Opportunity to work with bleeding edge technology
Provides effective technical customer support to customer base, delivering solutions to both technical and non-technical users while also supporting a wide range of technologies.
Serve as Tier 1/Tier 2 troubleshooter and escalation point.
Monitor and troubleshoot deployments
Communicate with customers directly via telephone and e-mail in a professional and diligent manner. Ensure customers are satisfied prior to closing support issues.
Coordinate with team members to manage and contribute to daily team workload.
Performs and documents root-cause analysis as needed to resolve or escalate software and deployment issues.
Work with QA, Professional Services, IT, and Deployment Services to gather and document technical information needed to resolve or escalate product issues.
Contribute to process and troubleshooting documentation in the support knowledge base.
Help foster innovation in tools and processes to make the team more effective and efficient.
Adhere to defined technical support process and offer improvements as necessary.
Deploy and configure solutions as designed by a Solution Architect
Upgrade existing systems, preserving any customizations that may be in place.
Perform operation support tasks, such as data loads.
BS in Computer Science, Engineering, or Mathematics; equivalent work experience considered
4+ years of experience supporting enterprise software applications and system integrations
SQL Server (DBA activities, experience with SQL queries, functions, and stored procedures)
Windows server (IIS, Windows security, optimization, and troubleshooting)
Networking fundamentals (TCP/IP, LAN, WAN, VPN routing, QoS)
Security and encryption fundamentals (SSL/TLS, SSH, PGP)
Ability to read and understand program source code.
Web technologies (ASP.NET, XML, XSLT)
Meticulous about documentation and record-keeping
Strong communication skills (verbal, listening, reading and writing skills)
Demonstrated problem solving , troubleshooting and analytical skills
Work successfully in a strong team environment