Technical Support Engineer

*This role has a shift requirement of 8a-5p PST. 

Your Role as a Technical Support Engineer: 

Seeking a resourceful, detail-oriented, and IT savvy individual to fill the position of Technical Support Engineer.  This role is responsible for providing advanced troubleshooting for Appspace customers regarding a variety of software, hardware, network, and security issues.  The successful candidate will be self-motivated, patient, and able to accomplish multiple tasks at once with little supervision. 

A Day in the Life of a Technical Support Engineer: 

• Provide first response and technical support issue resolution via chat, email, phone and remote sessions.
• Ask appropriate fact finding questions to clearly identify and understand the client’s issue while helping to isolate potential root cause.
• Escalate cases requiring advanced technical skill.
• Advise customers on network related requirements -  including firewalls ports & basic TCP/IP settings when appropriate.
• Serve as the client’s subject matter expert for the Appspace platform and app
• Identify operational issues via retrieval and evaluation of errors and logs
• Problem solve and embrace technical curiosity to research issues when needed 
• Stay organized and document all customer interactions using company CRM (Salesforce) and related tools

What You’ll Need: 

• Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure
• Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices desired
• Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments  
• Working knowledge of databases such as SQL or MY SQL.
• Understanding of TCP/IP networking, DNS and proxies is a plus
• Proficiency in Microsoft Outlook & office suite
• Basic experience with graphic design and/or video editing suites not required, but a plus
• Excellent written and verbal communication
• Outgoing, helpful, and passionate about providing excellent customer service 
• Prior experience in a technical support capacity (Support Engineer, etc.) and/or software support strongly preferred 
• Bachelor’s degree or equivalent/related work experience (2-5 years)
• Working knowledge of JIRA and Salesforce preferred

The Perks of Working for Appspace:

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include:

• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• A casual dress work environment 
• A company provided laptop