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Technical Support Engineer

Location: Austin, TX
Job # 11047397
Date Posted: 06-12-2018
The cloud leader in data recovery software (Austin-based) is seeking a Technical Support Engineer (mid-level).  With 77% of companies using SaaS experiencing data loss in the last 12 months and 22% of companies using SaaS with data loss experiencing significant negative impact on their business, it is clear there is a huge market for solutions.

Compensation: $60K-$70K

Responsibilities:
  • Acts as the primary voice of the company for all customer support interactions.
  • Provides exceptional customer service & support to our current customer base.
  • Attracts potential customers by providing exceptional pre-sales service & support.
  • Responds to all inbound customer support cases within SLA limits.
  • Takes full lifecycle ownership of their support cases and stays engaged.
  • Maintains a positive and helpful interaction with all customers.
  • Acts as a SME for one or more of the Spanning product offerings.
  • Handles direct-to-engineering case escalations and works directly with Engineering on problem cases.
  • Performs account provisioning and maintenance (customer & partner).
  • Works with our Product Management team on customer/prospect feature requests.
  • Maintains and improves our Support Knowledge Base by creating new content and keeping current content up-to-date.
  • Performs pre-release product testing.
  • Trains new hires on Spanning's full product line, internal tools, and internal processes & procedures.
  • Exhibits excellent record keeping & maintenance (Salesforce, internal tools, etc…).
Requirements:
  • Familiarity with SaaS applications such as G Suite, Salesforce.com, Office 365, etc...
  • Experience in a customer facing support role.
  • Experience balancing multiple priorities.
  • Excellent writing skills.
  • Basic familiarity of Unix/Linux, Terminal, Command Line, SSH, etc...
  • Experience with log file access & troubleshooting is a plus.
  • Multilingual abilities are a plus.
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