2nd Shift Senior Technical Support Engineer

  • Job ref:


  • Location:

    Westford, United States

  • Sector:

    Information Technology

  • Contact:

    Chris Najem

  • Published:

    over 3 years ago

Sr. Technical Support Engineer- 2nd shift 

Essential Responsibilities:

  • Remotely troubleshoot and resolve complex product issues using the latest technology
  • Interface with Engineering and SQA to resolve complex product issues
  • Advise customers on network management best practices using company’s product suite
  • Provide documented in-depth technical solutions for customer and other engineers
  • Manage caseload within published service level agreements (SLAs)
  • Provide best practice documentation on Network Management with our product
  • Contribute to the development and ongoing improvement of Technical Support procedures and infrastructure
  • Provide account focused support for selected customers
  • Responsibility for multiple high visibility vertical specific accounts


  • Degree in Computer Science or related technology
  • 1 plus years critical customer management customer care
  • MCSE and/or CCNA certification desired; Linux administration helpful
  • Superior technical writing skills
  • Ability to multi-task with strong attention to detail
  • Solid problem-solving skills
  • Proven effective oral and written skills
  • Process focused and self-motivated
  • Exceptional organization, time management and technical writing skills
  • Ability to work efficiently and effectively on complex customer issues within tight time constraints
  • Bi-Lingual skills English/Spanish a plus
  • Working knowledge of all standard office suite applications and database management