T2 Support Engineer

Vantaca + HOAi • Wilmington, NC

10d • Remote

About The Position

As a Tier 2 Support Engineer, you will be part of a rapidly growing skilled team of individuals focused on continuously learning, improving processes, and solving problems. You will troubleshoot, diagnose, and triage the issues escalated to the Tier 2 Support Team, while providing an excellent customer experience. This engineer is responsible for identifying the root cause of issues and providing a mitigating solution where appropriate, as well as, triaging and escalating issues as necessary.

Requirements

• Minimum 2 years of experiences as a Support Engineer at a SaaS company.
• Familiarity in C#, .NET, and SQL server.
• Aptitude in navigating and troubleshooting in Visual Studio.
• Strong critical thinking and troubleshooting skills.
• Excellent communication skills and the ability to convey technical topics to a non-technical audience.
• Customer support experience.

Responsibilities

• Work within the Support to automate and simplify processes to work smarter, not harder.
• Take ownership of the issues escalated from Customer Support.
• Triage and escalate issues to the CMP engineering Team Lead as necessary.
• Collaborate with Product, Design, and Engineering Team to resolve issues escalated to CMP Engineering Support as necessary.
• Troubleshoot C# code with Visual Studio’s debugger.
• Troubleshoot stored procedures within SSMS and resolve or escalate issues as appropriate.
• Run SQL queries to provide clients with exported datasets via Excel or make necessary data adjustments to ensure the proper function of the CMP application and dependent platforms.
• Work with fellow CMP Support Engineers to diagnose and identify code bugs.
• Create, contribute to, or validate documentation on known bugs and processes to promote efficient issue resolution.

Benefits

• Medical
• Dental
• Vision
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year)
• 401K with Company Match
• Remote Flexible
• Great parental leave benefits
• Ongoing industry and professional development trainings available to all employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed