Remote - US Open Location

Senior Technical Support Engineer

North America

Reports to: Director, Support and Customer Success

Position summary

The Senior Technical Support Engineer works primarily with multiple enterprise customers and implementation partners of Winshuttle by proactively leading issue resolution with product upgrades, highly technical questions, system data connectivity, system performance and analysis of data with existing customer.  Act as a primary domain expert to for technical solutions involving architecture, networks, data management, system performance and/or data security.

 

Responsibilities include industry domain leadership role working with the Winshuttle Support team to triage and resolve highly complex, technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Winshuttle products.  Proactively recommend and deploy unique issue resolution best practices as necessary.

 

In addition to working with customers, the Senior Technical Support Engineer will routinely lead resolutions with our Professional Services, Partners, Development, Engineering and Sales Engineering organizations to resolve product issues, document bugs, and ensure that new and newly upgraded server installations are successful.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Independently lead the resolution of unique issues with senior client technical personnel to resolve highly complex technical issues associated with deployment of Winshuttle software within enterprise network, server and non-Winshuttle software integration deployments.
  • Direct Customer Support personnel in resolving customer support cases by providing mentorship, technical training and problem-solving best processes.
  • Extensively research customer software challenges and technical issues and document as Support Solutions and technical white papers to drive broad adoption new solutions within the client community.
  • Instruct client end users, client technical IT teams, Professional Services, implementation partners, Escalation Engineering and Sales Consultants to identify high priority technical issues and partner with Development/Engineering and Quality Engineering teams as needed.
  • Provide support and scoping assistance as a SME to the Solution Engineering team for pre-sales activities on strategic and global opportunities.
  • Provide implementation assistance as a SME to professional services for strategic and global opportunities.
  • Educate Support Analysts in researching, resolving and documenting customer technical issues.
  • Act as the primary technical liaison between customers and other departments as issues are resolved Develop, document, mentor, and train others in support procedures for server-related technical triage and problem solving.

Desired behaviors

  • Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
  • Initiates action – is results oriented, takes responsibility for actions and outcomes. Acts with the customer in mind, meets commitments and strives for high performance.
  • Manages own workload – makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
  • Takes responsibility for own learning – knows personal strengths and recognizes development needs. Is open to feedback and always seek to learn.
  • Communicates ideas – good facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives.
  • Works collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work.
  • Display ethical character and competence – acts with integrity and intent, is accountable for own actions, behaves according to the PACT (People, Action, Continuous Learning, and Trust) values. Act as a good citizen of Winshuttle.

Knowledge

  • BA/BS/MS degree in CS or related technical disciplines; equivalent work experience will also be considered.

Experience

  • 8+ years demonstrated experience supporting and troubleshooting mission-critical commercial software applications
  • Technical Domain Knowledge. Extensive understanding of highly complex technical implementations which may include relational databases, networking, server set-up, single sign on and system administration.
  • Service Minded. You deliver customer support like you expect to receive it; with excellence and confidence.
  • Detail oriented. You have an ability to prioritize a high-volume workload in a timely manner.
  • Excellent verbal and written communication skills.
  • Proven problem solver who loves tackling the difficult challenges and quickly arrive at the best solution.

At Winshuttle, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. Winshuttle is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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