Application Engineer Tier 3 @ Amazing Seattle Startup!

Location: Seattle, WA
Date Posted: 04-04-2018
Our client is seeking experienced problem solvers and leaders to join our support team in meeting the growing needs of our customers.  If you have a track record of complex troubleshooting in a dynamic environment and are interested in new challenges supporting end users, please read on.  This is a coach/player role.
As a Support Engineer III, you are part of the front-line team working with our broad set of customers.  As part of this global team, we rely on you to represent the client through responsive, thoughtful problem-solving to maintain strong relationships. This means demonstrating excellent professional communication skills, applying deductive approaches to troubleshoot issues and documenting solutions for continuous improvement.   In this team-based environment, you will be in the heart of the action with opportunities to learn from others, grow your skills and accelerate your career.

If you are interested in working with other down-to-earth, smart people who love to roll up their sleeves and get stuff done in the face of big, exciting challenges, then we want to talk.
We expect a lot and so should you:
  • Opportunity to learn and stretch your capabilities
  • Market-competitive total compensation
  • Employee stock options
  • Employer-paid health benefits
  • Paid time-off and holidays
  • An award-winning work environment
Primary Responsibilities of the Role:
  • Be an ambassador, positively represent the client and develop goodwill in all customer interactions ranging from staff to high-level decision-makers
  • Coach, mentor and supervise the work of Application Engineers at the Tier 1 and Tier 2 level
  • Approach users with a can-do attitude, efficient approach and dependable follow-through
  • Diagnose nuanced performance issues spanning multiple software components
  • Replicate, describe, and troubleshoot complex bugs and product issues and capture actions taken in our ticketing 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
  • Help us build our knowledge base by actively updating and adding to product documentation, FAQ’s and support materials
  • Be a role model for other levels of support engineers and find opportunities to improve timelinees and efficiency
  • Be ready and willing to step up where needed to provide superior customer service

Desired Experience and Skills
  • Expert troubleshooting and problem-solving skills in a professional environment
  • Track record of coaching, mentoring and supervising the work of Application Engineers at the Tier 1 and Tier 2 level
  • Ability to collaborate and work effectively in a team
  • Ability to excel in a fast-paced environment, embrace change, and show good judgment
  • Track record of professional and effective verbal and written communication skills with customers and end users
  • Experience in one or many areas such as online technologies, online services, software coding/testing, video production or editing, or similar web or video application tools
  • Bachelor Degree or equivalent experience
Bonus points
  • Demonstrated knowledge of Windows/Mac OS/browser, hardware, Windows server 2008/2012, IIS, Windows Media Services, and Microsoft SQL 2008/2016, networking, web applications troubleshooting
  • Working knowledge of how to use perfmon, Fiddler, Wireshark, or similar diagnostic tools
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