As a Technical Support Engineer provides remote support to customers through different channels like web, email, chat, phone and other as needed. Able to research, diagnosis, troubleshoot and resolve issues while properly managing customer expectations. This position will be part of a rotation to provide 24/7/365 customer support to Devo customers. 

• Perform remote customer support. 

• Install and configure applications.

• Monitor and maintain the Devo platform and/or software product.

• Maintain effective communication with customers through different channels like web, email, and phone.

• Prioritizing and managing the workflow.

• Troubleshooting, diagnosing, and resolving issues.

• Maintaining procedural documentation and reports.

• Ability to learn and work on changing technologies.

• Respond to customer calls, emails and act accordingly regarding issues.

• Establish and maintain good working relationship with customers and other professionals.

• BS/BA degree in a technical field, or equivalent experience.

• Strong focus and dedication to customers.

• Effective written and verbal communication and interpersonal skills.

• Strong analytical approach for diagnosing and troubleshooting to resolve technical problems and issues.

• Demonstrated ability to organize and prioritize tasks and communications to meet resolution times.

• Strong troubleshooting, diagnosing skills to resolve technical issues.

• Good knowledge of computer systems.

• Familiar with Cloud platforms (i.e. AWS GovCloud, CloudOne).

• Hands on admin experience with Linux and Windows based servers.

• Scripting knowledge using python, JavaScript, Perl, tcl and or any other similar technologies including regex.

• Hands on experience with database and/or big data query languages (i.e SQL, SPL, Linq)

• Experience with syslog

• Desired experience with SIEM and/or with a SOC.

Up to 15% travel.

Why work at Devo?

 

• You’ll join a Great Place to Work® certified company where we value our people and provide the tremendous opportunities that come with a hyper-growth organization. 
• Be part of an international company with a strong team culture that celebrates success. Share our core values: Be bold - Be Inventive - Be humble - Be an ally.
• A flexible work environment that lets you work in the way that works best for you — in office, fully remote, or hybrid.
• Work in an environment that will challenge you and enable you to grow as a professional. Our professional development programs include:
• Company-paid job-related technical certifications, plus you can earn a bonus for achieving certain certifications.
• Personal development plans based on career paths and free access to an extensive variety of online learning courses. 
• Spanish/English lessons.
• Company-funded learning opportunities for professional development. (ex. conferences, classes, certifications)
• Full support for internal job movements as part of career development.

 

Comprehensive benefits, including:

• Flexible health benefits including medical, dental and vision coverage.
• 401(k) program with company match.
• Employee Stock Option plan.
• 14 weeks of fully paid parental leave for the birth or adoption of new children. 
• A monthly stipend to help set up your home office.
• Rewards & Recognition program.
• Employee referral program — get a bonus for helping friends get jobs at Devo!
• Office centrally located in Kendall Square, Cambridge, featuring a well-stocked kitchen with free coffee, cookies, and fruit every day, lunch on Wednesdays, and an in-office gym!
• Matching donations program — it is important to give back to our community. Devo matches employee donations to many charitable organizations that further our values and those of our employees .
• Gender and diversity initiatives to increase visibility, inclusion and belonging.