Tech Support Engineer

iFLY Careers•Austin, TX

About The Position

At iFLY, our mission is to deliver the dream of flight to everyone! A global company with over 100 vertical wind tunnels in 19 countries (corporate and franchise), iFLY offers an exciting opportunity to join a successful and innovative organization that supports your professional growth. We are seeking a Tech Support Engineer to support our expanding network of corporate-owned and franchise locations across the U.S. and internationally. This role is central to driving key support initiatives within a complex technical environment, working alongside a small dedicated team. Success requires a steady blend of patience, poise, and perseverance - our unintentional but essential "3P's." The Support Engineer will partner with the Sr. Director of Retail Technology to advance and streamline support processes, while working with cross-functional teams to meet evolving technical and operational needs. This role also collaborates cross-functionally with multiple business units to address evolving technology needs and unique operational requirements. To excel in this position, the individual will help guide the team through ongoing organizational change while preserving a collaborative culture, upholding high service standards, and creating exceptional experiences for our employees.

Requirements

Must have a minimum of 3+ years providing technical support of PC/Notebook hardware-based systems, and/or relevant experience.
Must have a minimum of 3+ years providing technical support of on-premise or SaaS based systems, and/or relevant experience.
Must be within a commutable distance to a corporate-owned retail location: https://www.iflyworld.com/find-a-location/
Strong technical aptitude, professional attitude, enthusiastic, and reliable
Experience with enterprise-class infrastructure and systems, including Zendesk, AWS, Office 365, Azure Active Directory, on-prem Active Directory, MDM, SSO, MFA, Cisco, Palo Alto Networks, and Cato Networks.
Advanced-level knowledge of Windows and Apple products
Basic understanding of SQL databases with the ability to perform basic queries
Ability to retain detailed essential information and/or instruction
Ability to solve complex problems in a technical service-oriented environment
Ability to comprehend, capture, and interpret basic customer information
Ability to remain calm in a fast-paced work environment and demonstrate thoughtful leadership in assessing problems and opportunities
Ability to exercise emotional sensitivity to customer needs and challenges
Strong customer service experience
Expert at delivering complex information to both technical and non-technical individuals
Thorough knowledge of telephone etiquette
Availability to work weekends and in an on-call capacity.

Responsibilities

Manage all aspects of technology support, including but not limited to:
Technical troubleshooting
Create and document support processes and procedures
Technical case management and resolution from retail and corporate employees.
Home office and retail technology asset management
The education surrounding our constantly changing environment.
On-call and urgent line services
Executive white glove service
Focus on the overall goal of supporting and resolving all reported technical issues from start to finish by providing excellent customer service while minimizing monetary impact to the business.
Single point of escalation for all requests that do not have documented or previously defined escalation paths.
Accountable for operational performance of business-defined KPIs and SLAs, along with other measurable metrics as defined by the technology team.
Continuously work to improve the support team process, procedure, customer experience, and Technology experience for our employees.
Communicate and coordinate as appropriate with all levels of the business to accomplish tasks and projects.
Vendor coordination to drive issue resolution
Other duties and tasks are aligned and assigned by the Director of Technology Operations.

Benefits

Competitive Salary and performance bonus opportunities
Medical, dental, vision and supplemental plans
Paid time off (PTO)
Parental Leave
Company Holidays
401 (k) retirement investment
Employee Assistance Programs (F2F counseling, financial coaching, legal counseling & mediation services)
Tuition reimbursement
Referral bonus program
Team member discount on retail merchandise and flight packages
Free flight time for immediate family
Ongoing training and development programs