Customer Support Engineer (Tier 2)
nivio - Palo Alto, CA

This job posting is no longer available on nivio. Find similar jobs: Customer Support Engineer jobs - nivio jobs

Who Is nivio? nivio is a hot technology startup that is leading the way in offering a full Windows desktop in the cloud. We are disrupting the way people interact with their computers and their files. In the process, we°re disrupting the way business is done.

At nivio, we believe in offering a fantastic product at a fair price that addresses a real need. nivio°s desktop in the cloud is a real Windows desktop environment, with 40+ full native applications to choose from such as Microsoft Office, Skype and Evernote. Our service is available on any connected PC, Mac, Chromebook, Android device, iPad, iPhone and smartphone. Plus it comes with 10GB of free cloud storage hellip;because that°s how we roll.

We offer a great working culture, with flexible working hours, support for work life balance and amazing career growth. If you°re crazy smart and have a lot to offer...if you want to grow and blossom, learn new things, achieve things you thought were impossible and reach for the stars, then come work with us. nivio is headquartered in Palo Alto, California, with offices in the UK, India and Australia. Responsibilities: Provides Tier 2 technical problem resolution for clients (internal or external) Assesses customer problems, including severity, priority, nature of problem and determines short-term and long-term resolutions Takes ownership for client issues to proactively drive resolution Supports clients by providing necessary training and advice Acts as Liaison between clients and engineering team Produces management reports (XLS " SQL) Maintains documentation on customers issues and solutions Primary Qualifications: Excellent written and verbal communication skills Excellent diagnostic, problem-solving and debugging skills Technical knowledge of browser and remote desktops across various platforms: computers, tablets and mobile devices Basic knowledge of cookie management and software installation Experience supporting Windows Desktops (Vista, Win 7), Microsoft Windows Servers 2003/2008 and Microsoft Applications (MS Office, Visio, Project etc) Focused on improving customer ratings by promoting use of SLA°s and quality.

The candidate should be able to operate within the given SLA°s. Desired Qualifications: Experience supporting Terminal Server/RDS Experience supporting Apple products, including iPad " iPhone Experience supporting Android devices (tablets " phones) Educational Qualifications: Engineering, Computer Science or equivalent degree This role will be based out of our office in Palo Alto, CA. nivio offers an attractive compensation plan with competitive salary, performance based bonuses and a good benefits package. This position reports to the Global Head of Customer Smiles.