Technical Support Engineer II, ShareFile

In this role, you will: 

• Handles technical issues in assigned products of low to moderate complexity with little to no supervision by following established processes and procedures for the workflow.
• Maintains confidentiality while engaging courteously and calmly with customers and peers, remaining approachable and receptive to feedback—even under pressure.
• Maintains complete and accurate log of customer interactions and technical detail.
• Investigates customer environment, customer logs and/or code, identifies bugs, proposes workarounds and working solutions and creates feature requests.
• Manages difficult communication with customers in an effective and professional manner with assistance from senior team members and knows when to escalate issues.
• Conducts research using a variety of resources, including documentation, Knowledge Base, bug database, and the world wide technical and field teams via Community forums.
• Reviews product documentation, identifies and contributes to topics needing improvement.
• Drives the creation and update of knowledge base articles  and documentation to meet evolving customer needs.
• Ensures readiness for support of new product versions and features. 
• Increases product and procedural knowledge through formal and self-training, work with colleagues, and experience with customer issues.
• May be required to participate in on-call rotations (including weekends and holidays) based on business needs. Schedules will be communicated and coordinated in advance to ensure appropriate planning.
• Responsible for the management of case and account escalations.

Operational Expectation

• Participate in project work and performs independent work with some guidance, gradually gaining autonomy
• Collaborates closely with engineering teams by logging product defects and feature requests clearly and engaging engineering when assistance is required.

Leadership

• May provide guidance to new employees 

Expertise

• Requires expanded conceptual knowledge of technical support concepts while developing additional skill sets 
• Demonstrates and applies good understanding of knowledge capturing (e.g. delivering webinars or technical presentations to peers, highlighting product features or issues to support skill development across the team.)
• Understands product domain

Your background:  

• This role requires demonstrated related professional experience in and may require a Bachelor’s or Master’s degree in Computer Science or related fields
• Proven analytical and troubleshooting skills specific to software related issues.
• Strong customer service skills.
• Basic programming experience or knowledge of programming languages/technologies.
• Demonstrated hands-on experience with IP-based communication protocols and packet-level data transmission, including familiarity with network transport mechanisms such as TCP/IP and UDP.
• Ability to multi-task in a fast-paced environment.
• Working knowledge of Unix and/or Windows Operating System and networking.

If this sounds like you and fits your experience and career goals, we’d be happy to chat.   

What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy:  

• Health insurance plan that provides coverage for a wide range of medical services, including doctor visits, dental, emergency care, and preventative care, for yourself, your spouse, or your dependent children (until 18 years old and up to 25 years old if they are full-time students, with proof of eligibility).
• Life and disability insurance for our employees. 
• Competitive salary, bonus or commission (according to your position), and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
• Besides your legal vacation days, you will received a paid day off for your birthday, and company holidays. A variety of leave plans, including additional paid time off and other leaves.