Customer Support Engineer
AtHoc, Inc. - San Mateo, CA

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As part of AtHoc Customer Support team, you will be responsible for all Customer Support activities related to AtHoc products amongst all customers worldwide.

Responsibilities
  • Provide high quality customer support with resolutions per SLA
  • Willingness to work some weekends to support 24x7x365
  • Diagnose, document and track cases to closure
  • Maintain high customer satisfaction and strong customer relationships
  • Manage escalations, working with Engineering, Services and Account Management teams
  • Enhance knowledgebase, documentation, and support policies and procedures
  • Communicate effectively with customers, peers, and management
Requirements
  • U.S. Citizen with Security Clearance – Secret or Higher is a MUST
  • Located in Bay Area, required to work morning shifts from 6am-3pm PST
  • BS in Computer Science, Engineering or equivalent experience in software technology
  • 5+ years of experience in supporting scalable enterprise software
  • Experience with MS Windows and Databases is a plus
  • Experience in public safety and life safety software solution is highly desired
  • Experience with emergency management operations is a plus
  • Exceptional analytical skills to identify patterns and trends
  • Excellent interpersonal, customer service and case management skills
  • Must pay attention to detail, ability to work and succeed in a fast-paced environment
  • Self-directed with a strong sense of ownership

About this company
The AtHoc partner program focuses on marketing and reselling notifications solutions for emergency notifications, force...