Technical Support Engineer

Objective / Purpose of the Position Technical engineers are responsible for responding to and resolving clients’ product/technical issues in a timely, efficient, and professional manner. Responsibilities also include documenting all issues, troubleshooting steps, resolutions, and time spent on the issues in the CRM system (i.e. NetSuite). Non-Exempt: This position will be paid on an hourly basis for all hours worked, and is considered eligible for payment of overtime pay per applicable state law. Shifts: The support department supports our clients 24 hours and 7 days a week, shifts are subject to change every 6 months, or at Manager’s discretion

• Reports to and takes direction from Support Manager
• Ability to provide high-level troubleshooting and resolve hardware/software issues over the phone, through email communications.
• Communicate effectively with clients to determine the root cause and take an appropriate course of action to resolve issues
• Performs proactive maintenance and monitoring of all Bitcentral’s Customer Production Systems
• Analyze system configurations for optimization purposes
• Configure and install software and hardware on clients’ servers through remote connections (VPN)
• Partner with peers on issues and properly handoff cases prior to the end of the shift
• Attend all Supervisor scheduled meetings
• Adhere to already established SOPs and also work with Supervisor to enhance and evolve SOPs
• Develop a strong knowledge of all Bitcentral Products (Precis, Oasis, Create, Media Encoder, Multipath, Central Control, FUEL, etc.)
• Monitor Email alerts and respond in a timely manner (i.e. Eagleye, Signiant, AWS, FUEL, etc.)
• Work directly with the System Operations or DevOps teams on high priority items
• Properly document troubleshooting steps for the creation of knowledge base articles on new issues
• Overtime may be required in this position in some scenarios
• Support TSEs are expected to execute their job duties with OR without a Supervisor present at all times. If any urgent situation arises, Support Reps have telephone access to Supervisor or other Operations Management Reps as needed. For Technical urgencies with Production Support, Support Reps will follow SysOps or DevOps Escalation and On-call Schedule

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Ability to operate all equipment necessary to perform the job and to move or lift up to 35 pounds. 2. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. 3. The emotional maturity and stability to approach highly stressful human situations in a calm and rational manner. 4. The ability to make clinical judgments using critical thinking. 5. The ability to adhere to ethical standards of conduct as well as applicable state and federal laws. 6. The ability to provide effective written, oral, nonverbal communication with clients, co-workers, executives, and vendors.