Technical Support Engineer

TD Synnex Corp•Herndon, VA

70d

About The Position

Apptium a TD SYNNEX company is looking for a Technical Support Engineer. The Technical Support Engineer is responsible for delivering quality software support to customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction. The Technical Support Engineer routinely acts independently while researching and developing solutions to customer issues and assists others in problem solving with his/her specialty knowledge.

Requirements

Bachelor's Degree or higher in fields such as Computer Science, Computer Engineering or equivalent professional experience.
1-3 years of relevant experience preferred.
Strong coding experience, preferably in Java or GoLang, knowledge of SQL and relational databases, experience with diverse operating systems, Linux preferred.
Knowledge on cloud infra structure - AWS or GCP or Azure.
Experience in JIRA or equivalent ticket management system, Confluence or equivalent document management system, Logs and server monitoring.
Strong communication skills.
Aptitude for complex technical problem solving.

Responsibilities

Provide technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of problems of diverse scope requiring an evaluation of identifiable factors.
Effectively manage customer escalations associated with complex problems reported in software Apptium products to ensure that end result is high level of customer satisfaction.
Independently define and drive analysis and research of more difficult technical customer problems. Involve appropriate resources in a manner that conserves staff time and yet provides resolution and consistent customer communication in a timely manner.
Root cause analysis on the issues reported by customers by analyzing the diagnostics available, such as the product logs, source code, network logs, server utilization and DB reports to provide RCA and solutions for issues related to product purchases & activation, billing discrepancies and life cycle management.
Validate product bug fixes to ensure regression-free solution and product functioning per specifications.
Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates. Plans should include Service Request Tracking System notes documenting environment, problem description, analysis, next steps (with task owners and dates), and a comprehensive solution description.
Develop and maintain specialized test environments to facilitate the reproduction and verification of solutions to technical problems.
Collaborate with R&D and other internal stakeholders during product problem resolution cycle.
Define and report on product supportability and readiness issue during the product life cycle.
Assist in the scheduling of team resources. Identify continuous improvement activities that will enable effective and efficient technical support to our customers. Provide after-hours coverage as needed. Lead in team training for new products or product releases and develop technical papers.
Demonstrate initiative in acquiring expertise in one or more product families within or across product lines on multiple platforms, along with supporting technologies. Develop product experience by installing, testing and using software Apptium products and attending formal and informal classes.

Benefits

Competitive Salary and Compensation
Annual Bonus Based on Personal Performance
Medical, Dental, and Vision Insurance
Retirement Plan
3 Weeks of Paid Time Off Every Year
UNLIMITED Sick Time
Paid Holidays
Fun Fit Fridays and More Initiatives Promoting Employee Health and Wellness
Collaborative Work Environment
Employee Referral Program
Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.