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Mid LevelFull-timeAWS
Salary Range
$110,500 - $149,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Technical Support Specialist is responsible for assisting partners in diagnosing and resolving product issues or questions. This role works with cross-functional teams to troubleshoot, resolve, and document issues, ensuring partners have a positive experience with our products.
Key Responsibilities
- →Provide support to partners with a high attention to detail
- →Research, analyze, and document findings
- →Interact with partners to provide technical support via email, phone, chat, cases, and remote sessions
- →Monitor backup, off-site, and critical service failure events
- →Investigate and resolve reported failure incidents, escalating when necessary
- →Maintain a knowledge base of our products and services
- →Contribute to written articles for internal and external knowledge base
- →Identify and escalate situations requiring urgent attention
- →Document partner interactions, troubleshooting, and results
- →Handle assigned support cases
- →Engage in the application of best practices per technical documentation
- →Communicate new release features and improvements to partners
Requirements
- ✓Ability to work independently on projects and processes with close supervision
- ✓Broad theoretical knowledge of applicable work area
- ✓Ability to situationally adapt and understand new technology/processes
- ✓Strong customer service skills
- ✓Strong desire to help partners and peers
- ✓Strong written and verbal communication skills
- ✓Familiarity with backup technology
- ✓Basic knowledge of virtualization and cloud technology
- ✓Basic understanding of operating systems, such as Linux
- ✓Interpersonal skills and willingness to work alongside multiple cross-functional teams
- ✓Organized and strong attention to detail
- ✓Preferred: Basic understanding of IT, professional services, CRM, and ERP
- ✓Preferred: Experience working in a technical, service-oriented position
- ✓Preferred: Experience troubleshooting Windows and Linux servers
- ✓Bachelor’s degree in related field or equivalent business experience
- ✓1+ years of relevant experience
