Technical Support

Bridgeline • Garden City, NY

18h • Onsite

About The Position

If you have an interest in digital engagement technologies, as well as the desire to grow with a dynamic company, make a major difference within a flourishing organization, have great advancement opportunities, and thrive on working in a fast-paced, exciting environment, then this opportunity with Bridgeline Digital is for you. Bridgeline Digital, The Digital Engagement Company™, and developer of the award-winning Unbound Platform, Hawksearch, and Woorank has an immediate opening for a Technical Support Engineer. Overview ‍ As a Technical Support Engineer at Bridgeline Digital, you’ll work as part of a small support team in our Garden City, NY office providing technical troubleshooting and how-to assistance to Bridgeline’s customers. The ideal candidate will have excellent communications skills and experience in technical support for a software company.

Requirements

• Must be authorized to work in the United States on a permanent basis
• 4-year college degree or equivalent work experience, preferably in a technical field such as computer science
• 1-3+ years’ experience working in a customer-facing technical support role
• Experience with JSM/JIRA
• Experience troubleshooting web-based software issues
• Excellent written and verbal communication skills (English), with the ability to explain complex technical problems to non-technical audiences
• 1-2 years web development experience (HTML, CSS, JavaScript, XML/XSLT, ASP.NET/C#) a plus

Nice To Haves

• Search, E-commerce, content management, and/or marketing automation experience also a plus

Responsibilities

• Customer Support – gathering information about issues with our software, entering tickets into JSM, attempting to resolve issues or answer how-to questions, routing to other departments for resolution, and customer follow-up.
• Technical Troubleshooting – gathering information on technical issues such as error messages and logs, analyzing client implementations as well as shared software components to identify defects, attempting to reproduce problems, documenting defect scenarios, diagnosing root causes and providing resolutions or workarounds
• Technical Writing – catalog common issues and their resolution for our Knowledgebase

Benefits

• Competitive base salary and benefits, paid vacation and holidays, 401K, and more
• A dynamic, open-minded company with great opportunities for personal development
• Work with the newest development and digital engagement technologies
• An organization where suggestions are encouraged, and your influence can be felt within the company and Bridgeline’s products
• Professional development and career advancement opportunities
• Inspiring, fast-paced, and flexible environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level