Our opportunity:
We have an opportunity to join our specialty customer support escalation team. The Technical Support Engineer is responsible for developing and implementing technical troubleshooting training for our Support team globally. This role will help discover areas within the product requiring improvement for supportability, record, track and document the problem-solving process for mass consumption. We are looking for an individual with the experience and talent to dramatically improve the overall technical escalation process, liaising closely with product management and engineering to drive product usability /serviceability, defect mgmt. for a better customer experience.
Location/Hours: Remote role – ability to work within any U.S time zone – Duties may require being on call periodically and working outside normal business hours
You will make an impact by being responsible for:
Managing, coordinating, and prioritizing product enhancement requests with all stakeholders
Managing, prioritizing and reviewing product patch requests with the Engineering team and coordinate for release plan
Providing technical assistance to critical situations and escalation teams
Triaging and providing technical expertise in resolving complex product issues
Collaborating and coordinating with the engineering and the cloud operation team on continuous improvement of processes and feedback
Providing a technical troubleshooting guide to the technical support team
Taking ownership of projects and improve processes. Helps automate technical support processes
Recording, tracking, and documenting the problem-solving process for mass consumption
Using logical reasoning to analyse a situation and make use of available debug utilities
Identifying, and learning legacy and A360 software features supported by the organization
Working with fixes at the product level, including installing and upgrading software
Testing fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved
Establishing a proper course of action to ensure efficient completion of work within prescribed time limits
Developing FAQ and Knowledge Base articles to aid in problem resolution
Documenting root cause analysis in customer friendly manner
Training support to L2/L3
You will be a great fit if you have:
9+ years’ experience in Technical Support roles, professional services, IT consulting, or System Integration roles
Bachelor’s degree or equivalent work experience
Experience/knowledge of Networking – practical application of technologies, protocols, and related standards including TCP/IP, HTTP, HTTPS, XML, LAN, WAN, Routers
Working knowledge of Windows systems, Visual Studio, C#, IIS troubleshooting
Working knowledge of Database, VB/Java scripting, Excel macros
Working knowledge about Active Directory, Windows Server 2012 onwards, Cluster
Citrix XenApp and Xendesktop experience (CCEA a plus)
Cisco Networking Experience (CCNA a plus)
Proven working experience in Enterprise technical support
Duties may require being on call periodically and working outside normal business hours
Working knowledge of Windows systems, Linux, and web troubleshooting
Experience in Database, scripting, and Excel macros
Experience in Active Directory, load balancers, and high availability
You excel in these key competencies:
Very strong attention to detail
Outstanding troubleshooting skills
Strong problem-solving and multi-tasking skills
Excellent customer-facing skills
Excellent listening skills
Excellent written and verbal communication
Why Automation Anywhere?
At our company each person brings their unique talents to work as a team and make a difference. As the leader in Robotic Process Automation (RPA), we provide a very compelling product where our teams are breaking new ground every day and given an environment to grow their skills and have fun along the way. Our technology is the game changer, and our people give us the edge to better our world and go be great!
Automation Anywhere is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
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