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Job Opening: Technical Support Engineer


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Position: Technical Support Engineer
Company: NxT Level
Location: Seattle WA US

Responsibilities:

  • Develop a comprehensive architectural awareness of a complex, cutting edge software product
  • Diagnose nuanced performance issues spanning multiple software components
  • Use effective analytical techniques to efficiently resolve tier 3 support incidents in the field
  • Interact professionally with customers ranging from high level decision makers to IT staff
  • Positively represent the company and develop goodwill in all customer interactions
  • Respond to support requests over phone and e-mail using Panopto’s support ticket system
  • Prioritize support tickets and exercise individual judgment based on issue severity
  • Manage the ticket escalation process and work closely with engineering team in reporting and tracking software bug resolution
  • Write and maintain product documentation/FAQ’s/support materials

Required Skills:

  • Expert troubleshooting and problem solving skills
  • Excellent verbal and written communications skills
  • Strong Windows/Mac OS/browser troubleshooting knowledge
  • Hardware maintenance / troubleshooting
  • Strong experience with Windows server 2008, IIS, Windows Media Services, and Microsoft SQL 2005/2008
  • Track record of successfully managing technical-client relationships.

Preferred Skills:

  • Software testing experience
  • Video production and editing experience
  • Strong knowledge of web and video applications including Silverlight and QuickTime

Education/Experience:

  • BS Computer Science or MIS
  • 3-5 years of client facing support services experience

Job Type: Full-time

Salary: $60,000.00 /year

Job Location:

  • Seattle, WA

Required experience:

  • Tier III: 2 years
  • Troubleshooting: 3 years


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