Application Engineer Tier III

Location: Seattle WA or PA, .
Date Posted: 07-24-2017
Seattle Washington  
Video conferencing software co 
Application Engineer Tier III  
100+ Employees  
 
Our client is a software company that provides lecture recording, screencasting, video streaming, and video content management software. They need an experienced problem solvers to help their clients - everyone from startups to Fortune 500 companies - troubleshoot the application and their environment. This means demonstrating excellent professional communication skills, applying deductive approaches to troubleshoot issues and documenting solutions for continuous improvement.  
 
What You’ll Do: 
 
    •    Be an ambassador, positively represent 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 
    •    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. 
    •    Replicate, describe, and troubleshoot complex bugs and product issues and capture actions taken in our ticketing system. 
    •    Diagnose nuanced performance issues spanning multiple software components 
 
What To Bring: 
 
    •    Bachelor Degree or equivalent experience. 
    •    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. 
    •    Ability to excel in a fast-paced environment, embrace change, and show good judgment. 
    •    Track record of coaching, mentoring and supervising the work of Application Engineers at the Tier 1 and Tier 2 level. 
    •    Expert troubleshooting and problem-solving skills in a professional environment. 
    •    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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