Technical Support Engineer (New York)

Do you like solving problems? Are you an analytical thinker with a knack for non-linear logic? Do you enjoy interacting with customers?   As a tier 1 member of Dynamic Signal Support, your goal is to provide fast and friendly world-class support through creative and flexible solutions. The Tier 1 Technical Support Engineer is a front line position, and you would be expected to take on support cases of moderate complexity and be able to manage your own priorities. We value team players who are self-directed and want to influence the next wave in SaaS technology and service innovation.

Essential Responsibilities:

  • Understand, interpret, reproduce, and diagnose customer problems. Perform Root cause Analysis
  • Teach solutions to customers.
  • Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in case tracking system.
  • Work with members of other departments/teams to resolve product issues –escalating issues as necessary
  • Configure customer systems to meet requirements
  • Meet individual case management, SLA, and C-Sat Goals

Key Skills and Qualifications:

  • 2+ years customer service experience
  • Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
  • Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to communicate effectively with customers.
  • Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
  • Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs.
  • College Degree or equivalent experience
  • Able to apply non-linear thinking to problem solving.
  • Familiarity with SaaS solutions is preferred
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