Technical Support Engineer (Remote)

Responsibilities

Our team is currently searching for an experienced Technical Support Engineer, who has an interest in assisting clients with complex troubleshooting and problem solving. The candidate will join our experienced Support team in Houston, however we will consider remote candidates. Successful candidates must have proven history of providing exceptional technical support and displaying a positive attitude.

• Provide prompt and thorough technical support for internal and external customers through phone calls, emails, or other means of communication.


• Investigate PAS product technical issues encountered by customers, and communicate to the customer the resolution to the issues and problems


• Troubleshoot application errors, including issues that may be related to client networks


• Assist customers with software installations and application troubleshooting via phone, remote connections, Teams, or email


• Provide customers with software instructions and or functionality assistance


• Maintain contact with customers in an effort to keep them updated on the progress toward resolutions of software related issues


• Notify software development personnel of new and/or reoccurring critical software defects


• Validate product defects prior to escalating to product managers


• Create, manage and update assigned customer and internal cases in the PAS CRM system.


• Validate software licenses as needed and contact appropriate PAS personnel if a license is expired and/or incorrect


• Provide after-hours support on a rotation basis with other customer care team members


• Partner with other PAS internal departments on escalated customer cases


• Assist with infrequent onsite customer installation or troubleshooting visits as required

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, Computer Information Systems, Engineering or Technology, Plant Operations or related field or experience


• Excellent communication skills


• Strong attention to detail


• At least five years of technical support experience, supporting proprietary software applications

Preferred

• Intermediate Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), CRM


• Ability to write SQL queries


• Familiarity with troubleshooting Networks or Network devices,


• Familiarity with Control Systems (DCS, PLC, SCADA or other automation systems)


• Familiarity with Web Servers, VBScript, Shell Scripting, AutoIt, Windows PowerShell, ASP.NET, HTML or JavaScript

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