Utah Staffing
Remote Position
This position provides a top-level of expertise in both the front-end and back-end technologies, utilizing fine-tuned troubleshooting techniques and internal and external resources and tools. They will work cross-departmentally to reduce customer effort and case resolution times. Proactively monitor hosted environments and provide recommendations to Product, Engineering, and Architecture. What You Will Do: * Exceeding internal and external customer expectations by providing an individually tailored service experience. * Provide systematic software enhancement recommendations to Product, Engineering, and Architecture. * The identification, creation, fixing, and representation of software bugs. * Lead field investigations and prepare presentations when applicable. * Meet and exceed Service Level Agreements through effective case management. * Mentoring and assisting Backline teams with technical engagements. * Prepare and present product Essential Training sessions. * Assisting Subject Matter Expert (SMEs) in organizing knowledge distribution and training. * Provide in-depth troubleshooting, analysis, and workarounds on advanced and complex issues. * Mentor and provide training regarding how to approach and debug complex systems. * Works directly with stakeholders to assure resolution of critical issues. * Proactively identify and resolve issues by utilizing APM tools. * Partner with DevOps, Engineering, Support, and end-users in resolving issues/problems in both premise and hosted environments. * Work with External Vendors, log tickets, and follow the process to solve issues in given SLAs. * Follow ITIL processes (Change management, configuration management, Root Cause Analysis, and Problem Management). * Participate in War Room sessions to drive critical issue resolution. * Provide on-call and after-hours support as needed. * Adhere to team processes, align with team objectives and goals. * As directed, performs special projects. * Following company policy for expense reporting. Qualifications Required: * Typically, high school education, vocational training and/or on-the-job training. * Typically, eight or more years of increasingly related experience. * Demonstrate ability to read, write and debug code. * Experience with network and system architectures such as servers, databases, load balancers, and routers. * Experience with Enterprise networks (servers, topology, connectivity, etc.). * Proficient with SQL and other relational databases. * Proficient with AWS and other cloud technologies. * Experience with Agile project management and software development methodology. * Active Directory -- multi-domain structure and GPO management. * Demonstrate ability to perform heap and memory analyses, LAN trace, Profiler, JDK tools, and other troubleshooting techniques. * Experience with Application Performance Management (APM) platforms. * Experience with SSL, Certificates, Cryptography, and other server security. * Ability to write precise and instructive Knowledge Base articles about technical issues. * Extensive customer service experience and training. * Excellent customer relationship and advocacy skills. * Experience with providing customer centered technical support. Demonstrated history of strong customer service...
This position provides a top-level of expertise in both the front-end and back-end technologies, utilizing fine-tuned troubleshooting techniques and internal and external resources and tools. They will work cross-departmentally to reduce customer effort and case resolution times. Proactively monitor hosted environments and provide recommendations to Product, Engineering, and Architecture. What You Will Do: * Exceeding internal and external customer expectations by providing an individually tailored service experience. * Provide systematic software enhancement recommendations to Product, Engineering, and Architecture. * The identification, creation, fixing, and representation of software bugs. * Lead field investigations and prepare presentations when applicable. * Meet and exceed Service Level Agreements through effective case management. * Mentoring and assisting Backline teams with technical engagements. * Prepare and present product Essential Training sessions. * Assisting Subject Matter Expert (SMEs) in organizing knowledge distribution and training. * Provide in-depth troubleshooting, analysis, and workarounds on advanced and complex issues. * Mentor and provide training regarding how to approach and debug complex systems. * Works directly with stakeholders to assure resolution of critical issues. * Proactively identify and resolve issues by utilizing APM tools. * Partner with DevOps, Engineering, Support, and end-users in resolving issues/problems in both premise and hosted environments. * Work with External Vendors, log tickets, and follow the process to solve issues in given SLAs. * Follow ITIL processes (Change management, configuration management, Root Cause Analysis, and Problem Management). * Participate in War Room sessions to drive critical issue resolution. * Provide on-call and after-hours support as needed. * Adhere to team processes, align with team objectives and goals. * As directed, performs special projects. * Following company policy for expense reporting. Qualifications Required: * Typically, high school education, vocational training and/or on-the-job training. * Typically, eight or more years of increasingly related experience. * Demonstrate ability to read, write and debug code. * Experience with network and system architectures such as servers, databases, load balancers, and routers. * Experience with Enterprise networks (servers, topology, connectivity, etc.). * Proficient with SQL and other relational databases. * Proficient with AWS and other cloud technologies. * Experience with Agile project management and software development methodology. * Active Directory -- multi-domain structure and GPO management. * Demonstrate ability to perform heap and memory analyses, LAN trace, Profiler, JDK tools, and other troubleshooting techniques. * Experience with Application Performance Management (APM) platforms. * Experience with SSL, Certificates, Cryptography, and other server security. * Ability to write precise and instructive Knowledge Base articles about technical issues. * Extensive customer service experience and training. * Excellent customer relationship and advocacy skills. * Experience with providing customer centered technical support. Demonstrated history of strong customer service...