Technical Support Engineer

Role Description:
The Technical Support Engineer is a key position which is directly correlated to customer retention. This position is expected to have the ability to resolve the department’s most complex technical incidents and work in coordination with internal and external departments (Professional Services, QA, Development, etc). The Technical Support Engineer creates and reviews technical material and coordinates multi-department escalations as needed. This position provides technical guidance, thought leadership and support to the customers and other resources at Loftware with the goal of improving TTR and reducing escalations to Development.

**More Information on Loftware and Role**:
We are searching for a new member to join our Customer Support team. Our primary responsibilities are to provide technical support and services to Enterprise customers on our World-class Support program. You will act as the customers' designated front line point of contact in the Customer Engineering organization. As a key member of our Support team, we help ensure customer success and value realization from the product line solutions of Loftware. We focus on building trust and familiarity with our customer contacts and through them their business objectives enabling us to effectively advocate on their behalf across the organization We use a Break/Fix Methodology to ensure our customers get the results they need quickly and that meet our critical needs, while we also focus on relationships that are here to helping strengthen our customer’s overall success and that means helping resolve highly complex issues.

**Position reports to: Manager, Technical Support**

**Position requires you to manage other employees: no**

**What You Will Do**
- Communicate clearly and accurately with customers in written and verbal form and maintain accurate and timely records in our CRM and Internal Ticketing System.
- Maintain support cases until resolution or hand off if appropriate to other engineers across time zones and regions, drive other teams and work for resolution as needed and lead/own customer expectations
- Perform problem characterization, reproduction, diagnosis, and root cause analysis
- Advocate customers’ priorities internally within Loftware ETS and Development Teams.
- Share standard methodologies with team members to improve the quality and efficiency of our customer support team and enhance the knowledge base
- Work with local and international team members to more broadly understand and support our customers
- Meet individual case management Service Levels while maintaining contractual obligations for customers and Customer Satisfaction goals

**What you’ll need to succeed**
- At least 3-5 years of demonstrable experience diagnosing and resolving problems in a complex software/technical environment
- Experience providing direct support to external customers by phone, electronically, and/or face-to-face
- Excellent organizational skills: ability to prioritize, handle, multi-task and implement projects multi-functionally
- Excellent communication skills (presentation, written, and verbal). Able to communicate effectively with all levels of professional staff.
- Ability to explain complex concepts simply
- Excellent analytical skills love solving problems
- The ability to navigate ambitious situations in a professional manner
- Able to demonstrate experience in one or more of the following additional areas is a required: Database technology (SQL, MySQL, Oracle, SaaS); Web technology (HTML, JavaScript, CSS, XML, PHP); CRM technology (Salesforce), Phone (Five9)
- Familiarity with SaaS solutions is a plus
- Bachelors or master’s degree in a technical discipline (work experience may be considered).
- Analytically minded.
- Displays curiosity and inquisitiveness in solving complex problems.
- Understand how REST API’s work.
- Experienced with logs analysis and able to triage issues to the right person for solutions.
- Experienced with how mobile and web apps communicate with the server.
- Basic knowledge of C++ and Java, HTTP protocols and basic knowledge of how web browsers work.
- Familiarity with database architecture, schemas, running queries and traces.
- Basic knowledge of webservices and related XML, SOAP, TCP/IP, HTTP, HTML.
- Moderate skill level reading an interpreting log files including Log4J and Log4J2.
- Deliver results and meeting SLA and Customer Success Goals.

**Soft Skills**:

- Analyze complex technical challenges.
- Achieve personal work goals and objectives.
- Participate in the achievement of Company and departmental goals and achievements.

At Loftware you will be immersed in an outstanding work environment that is recognized as a Great Employer. You will also be surrounded by colleagues who are committed to helping each other grow through our teamwork, meetings, and coaching and development where ongoing feedback flows freely.

If you’re looking to make an impact, Loftware is the plac