Jobs
>
San Francisco

    Senior Technical Support Engineer - San Francisco, United States - TIBCO Software

    TIBCO Software
    TIBCO Software San Francisco, United States

    2 weeks ago

    Default job background
    Description
    Job Description Summary

    Do you thrive in a startup vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you We are now going back to our roots as a standalone business unit to focus on our SaaS business-an area where we see growth potential. This business unit is unique, and we certainly aren't afraid to stand out from the crowd and tackle the bigger competitors.

    As a Senior Technical Support Engineer, you will focus on in-depth problem analysis of the company's products and its integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and resolve technical issues, while prioritizing and performing tasks with effective use of team resources and managing the quality of your own work.

    Your goal is to deliver industry-leading technical support to customers via chat, email, or phone, resulting in high customer satisfaction and well-documented resolutions.

    Role Overview:

    Now, let's get to the details.
    • Answer complex-level incoming customer support requests in a fast-paced environment.
    • Assist customers with issues ranging from product training to troubleshooting.
    • Mentor new hires, assist junior team members with any projects assigned, determine initiatives, and identify potential issues.
    • Understand customer requirements and make recommendations based on best practices and ideal configurations. Proactively identify the best approach for retaining business based on the client's situation and de-escalates potential escalations.
    • Take ownership while working independently answering product questions and providing moderately complex technical support. Validate/identify potential bugs to be reported.
    • Performance is primarily measured through CSAT Scores/customer feedback, Knowledge Center System usage, as well as schedule adherence, contributions to the team, mentorship to new engineers, and other Key Performance Indicators.
    • Case Documentation: Follow department protocol regarding case management and record details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Descriptions, Internal Notes, etc. into the ticketing system accurately.
    • Knowledge Center System [Validator] - Work closely with contributors and auditors to collaborate on KCS assignments. You serve as the primary line of defense to safeguard the overall health of the knowledge base. You are responsible for publishing articles internally and externally after validating they are technically accurate and meet content guidelines. Additional responsibilities include: searching and reusing content when available and creating new knowledge articles when required, attaching content from multiple sources to cases as a resolution while ensuring the information referenced in the case is accurate and up to date and contributing to maintaining the information current across multiple platforms and content channels.
    Your Superhero Uniform Includes:
    • Bachelor's Degree or equivalent experience preferred.
    • 4 + years in a support role within the service industry.
    • Expertise in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.
    • Deep knowledge of the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
    • Knowledge of Single Sign On (SSO) and server administration skills.
    • The following skills are preferred:
      • Ability to setup and troubleshoot Storage Zone Controllers, SSO, and Load balancers with little guidance from documentation.
      • Strong Knowledge of Windows Server roles and features, IIS, AD, DNS and File Servers.
      • Strong knowledge of load balancing technologies (NetScaler preferred) and NAS devices.
      • Strong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).
      • Basic SQL Knowledge with the ability to use already created queries to gather data from the database.
      • Good command of workflow automation and ability to troubleshoot complex workflows
      • Knowledge in JavaScript, Python, and PHP, API calls.
      • Ability to analyze complex logs and Conditional Calculations.
      • Ability to create and use API calls using Postman or other tools.
    • Strong knowledge of troubleshooting web application issues
    • Strong knowledge about Security Certificates
    Your Superhero Strengths Include:
    • Great verbal and written communication skills.
    • Excellent skills to listen, assess, determine, and communicate corrective measures.
    • English-speaking proficiency is required, bilingual skills a plus.
    • Customer focused - Our goal is to deliver a world class customer experience in a fast paced, changing environment. What we do revolves around the customer
    • Ability to de-escalate customers in challenging circumstances.
    • Uses critical thinking, troubleshooting and solving complex problems in a fast-paced, changing environment while also mentoring junior team members.
    • Expertise in a data-driven, metrics-oriented environment.
    • Works to achieve operational targets with significant impact on departmental results.
    • Has a keen interest in Software-as-a-Service (SaaS).
    • Has a Growth Mindset and is willing to help and mentor colleagues
    Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.
  • Fastly

    Manager, Customer Support Engineering

    1 week ago

    Fastly San Francisco, United States

    We're building a more trustworthy Internet. Come join us. · **Manager, Customer Support Engineering** · As a Customer Support Engineering Manager, your job will be to manage, inspire and develop a team of Customer Support Engineers. You will provide regular feedback to help devel ...

  • Bee Talent Solutions

    IT Support Engineer

    2 weeks ago

    Bee Talent Solutions San Francisco, United States

    We are looking for an IT Support Engineer - Hardware Lifecycle Specialist to join our client's Workplace Technologies Support and Services Team. This role will be part of the backbone of technology logistics. You will support all hardware lifecycle including shipping, receiving, ...

  • Sanity

    Support Engineer

    3 weeks ago

    Sanity San Francisco, United States

    Link to template: · We are looking for an empathic support engineer who is excited about solving technical issues for our enterprise customers. As a support engineer at Sanity, you will work closely with Product and Engineering teams and collaborate with Solution Engineering an ...

  • ReadMe

    Support Engineer

    1 week ago

    ReadMe San Francisco, United States

    [Full Time] Support Engineer at ReadMe (United States) | BEAMSTART Jobs · Support Engineer · ReadMe United States · Date Posted · 24 Nov, 2022 · Work Location · San Francisco, United States · Salary Offered · $140000 — $160000 yearly · Job Type · Full Time · Experience Required ...

  • Mixpanel

    Support Engineer

    2 weeks ago

    Mixpanel San Francisco, United States

    About Mixpanel · Mixpanel is an event analytics platform for builders who need answers from their data at their fingertips-no SQL required. When everyone in the organization can see and learn from the impact of their work on product, marketing, and company revenue metrics, they ...

  • Etleap

    Support Engineer

    1 week ago

    Etleap San Francisco, United States

    [Full Time] Support Engineer at Etleap (United States) | BEAMSTART Jobs · Support Engineer · Etleap United States · Date Posted · 25 Jun, 2022 · Work Location · San Francisco, United States · Salary Offered · Not Specified · Job Type · Full Time · Experience Required · 1+ years ...

  • Aditi Consulting

    IT Support Engineer

    2 weeks ago

    Aditi Consulting San Francisco, United States

    Summary: · Looking for an IT Support Engineer - Hardware Lifecycle Specialist - to join our Workplace Technologies Support and Services Team. This role will be part of the backbone of technology logistics. You will support all hardware lifecycle including shipping, receiving, as ...

  • Javen Technologies, Inc

    IT Support Engineer

    1 week ago

    Javen Technologies, Inc San Francisco, United States

    Title: IT Support Engineer · Duration: 10+ months (Possible Extension) · Location: San Francisco, CA Onsite) · Duties: · Role onsite in San Francisco Office. · Okta is looking for an IT Support Engineer - Hardware Lifecycle Specialist to join our Workplace Technologies Support a ...

  • AlphaSights

    IT Support Engineer

    2 weeks ago

    AlphaSights San Francisco, United States

    Immediate Start · San Francisco based · About AlphaSights · AlphaSights is the global leader in knowledge on-demand. We connect investment and business leaders with a dynamic network of industry professionals whose informed perspectives help our clients make superior investmen ...

  • Sanity

    Support Engineer

    1 week ago

    Sanity San Francisco, United States

    We are looking for an empathic support engineer who is excited about solving technical issues for our enterprise customers. As a support engineer at Sanity, you will work closely with Product and Engineering teams and collaborate with Solution Engineering and Sales around custome ...

  • Replit

    Support Engineer

    1 week ago

    Replit San Francisco, United States

    [Full Time] Support Engineer at Replit (United States) | BEAMSTART Jobs · Support Engineer · Replit United States · Date Posted · 17 Nov, 2022 · Work Location · San Francisco, United States · Salary Offered · Not Specified · Job Type · Full Time · Experience Required · 3+ years ...

  • Replicate Inc

    Support engineer

    1 week ago

    Replicate Inc San Francisco, United States

    You'll be helping our customers: answering their questions, debugging their code, whatever it takes. · This is a great role for someone who wants to work at a fast moving startup. You will become an expert in our product and how to help our customers. You will also play an impor ...

  • Sanity

    Support Engineer

    1 week ago

    Sanity San Francisco, United States

    Link to template: · We are looking for an empathic support engineer who is excited about solving technical issues for our enterprise customers. As a support engineer at Sanity, you will work closely with Product and Engineering teams and collaborate with Solution Engineering an ...

  • IT Solutions LLC

    IT Support Engineer

    2 weeks ago

    IT Solutions LLC San Francisco, United States

    Role: IT Support Engineer · Location: Hybrid- South SF · Type: Long term contract, Contract to hire, or straight hire · s a Senior IT Helpdesk Support Engineer, reporting to our Director IT Infrastructure and Operations, you will be part of a team that Olema will rely on to suc ...

  • AlphaSights

    IT Support Engineer

    6 days ago

    AlphaSights San Francisco, United States

    AlphaSights is the global leader in knowledge on-demand. We connect investment and business leaders with a dynamic network of industry professionals whose informed perspectives help our clients make superior investment and business decisions. With 1500+ employees and nine offices ...

  • AI21 Labs

    Support Engineer

    1 week ago

    AI21 Labs San Francisco, United States

    We are looking for experienced and passionate individuals to join our Support Engineering team in the US and Israel. In this role, you will be guiding our customers and partners with your technical and product expertise. Your work will bring us toward industry leading customer fo ...

  • Twitch

    IT Support Engineer

    5 days ago

    Twitch San Francisco, United States

    About Twitch · Twitch is the world's biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It's where millions of people come together to chat, interact, and make their own entertainment. · We're about comm ...

  • JBCPlatform

    IT Support Engineer

    2 weeks ago

    JBCPlatform San Francisco, United States

    Job Description · Job DescriptionTitle: IT Support Engineer · Company Description: Technology Provider · Location: San Francisco, CA · Salary Range: $28-$30/hr · Hourly rate is commensurate with experience and is an estimated range provided by JBC · Responsibilities: · Manage ...

  • Elastic

    Support Engineer

    1 week ago

    Elastic San Francisco, United States

    Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in rea ...

  • Elastic

    Support Engineer

    1 week ago

    Elastic San Francisco, United States

    Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in rea ...