System Engineer
Interactive Intelligence Inc. - Indianapolis, IN

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As a CaaS Support System Engineer you will work with CaaS customers to ensure they are incredibly satisfied with the Interactive Intelligence suite of products on the hosted platform. This entails imparting expertise in the product and hosted delivery solutions, highly responsive and professional communication, creative problem solving, and effective coordination of internal resources. This role is perfect for someone who has proven experience in working with cloud based technologies, enterprise software products, or telephony networks.

We are looking for a problem solver who can communicate with clients and is passionate about working in a fast-paced, highly dynamic environment!

Major Responsibilities/Activities

Provide post-implementation product/platform support to CaaS customers

Manage customer support tickets on a daily basis, which includes verifying ticket information, analyzing data, isolating and diagnosing the problem, resolving the issue where possible, and includes the following case management practices:

Responding to Customer/Partner reported issues in a timely manner and/or per service level agreements

Communicate progress of resolution and status to the customer in a timely fashion and/or per service level agreements

Manage escalations and expectations for both the customer and internal teams

Serve as liaison between product support and CaaS Support to resolve reported product issues

Author, edit, publish, and maintain knowledgebase solutions

Achieve subject matter expertise in one or more of the Interactive Intelligence suite of products or hosted solutions delivery platforms

Ability to facilitate calls with customer to troubleshoot and diagnose reported incidents

Travel to customer sites to help troubleshoot and resolve difficult product issues.

Serves as a mentor for onboarding new engineers

Participate in on-call rotation with CaaS Support in US, EMEA, and APAC locations

Technical Skills

Work experience/knowledge in of the following:
MS Exchange or Lotus Notes

SQL Database or Oracle and database platforms

SQL Querying knowledge

Data Center technologies and hosted server environments

Windows operating systems including Domains and Active Directory

Work experience/knowledge of SIP/RTP

Work experience/knowledge in VOIP client software and performance tuning

Experience with Wireshark or other packet capture/analyzer software for troubleshooting networks

Microsoft Certification (MCSE) or Cisco Network Engineer (CNE) certification a plus

Programming experience in .Net, C++ or other similar language

Ability to troubleshoot/analyze log files

Education and Experience

Outstanding troubleshooting, analytical, and problem-solving abilities, coupled with an ability to collaborate cross-functionally across teams/departments

Ability to troubleshoot/analyze log files

Experience in a customer-facing technical role is required, minimum of 2 years

Exceptional written and verbal communication skills

Tenacious commitment to finding the root cause of issues

Team player who can also work independently with minimal supervision

Four year college degree in computer science, engineering, telecommunications, or related degree program, or equivalent years of work experience


About this company
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Interactive Intelligence (Nasdaq: ININ) is a global provider of customer engagement, unified communications and collaboration software and...