Technical Support Engineer (Remote friendly)

Imagine Communications • Lee's Summit, MO

5d • Remote

About The Position

Every day, Imagine Communications delivers billions of media moments all over the world — anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.
Imagine’s Support Teams support the next generation technologies that facilitate the efficient execution of advertising across multiple platforms — enabling service providers to maximize ad revenues by optimizing advertising inventory management. We are a passionate and collaborative group of support engineers who take pride in providing the best-in-class client support and have fun doing so.
We are looking for a Technical Support Engineer with 2-5 years of experience in a technical support role. Must be able to work independently and have strong prioritization skills. Support Engineers provide Tier 2 technical support to existing customers of Imagine Communications. Using their technical ability and knowledge, customer issues are resolved or escalated for additional technical assistance.
Troubleshoot, analyze, debug, and resolve client-reported issues on mission-critical complex solutions. Sometimes provide training or instruction to clients.
Work closely with a professional team of support engineers supporting next-generation technologies.
Receive support requests from clients via Salesforce ticketing queue and phone.
Ensure that support cases are documented with troubleshooting details, including step-by-step recreation, and resolution information via the case management system.
Work with the customers and internal technical resources to capture traces, gather screenshots and user shadow sessions, attaching all documents into the case management and/or defect ticketing systems.
Provide frequent progress updates to clients on defects and open support requests, responding to them in accordance with the terms of their contractual Service Level Agreements (SLAs).
Independently follow up on backlog and ensure aged cases are updated, next steps have been identified, and the client has been apprised of status.
Clearly escalate issues to the appropriate functional group and, if necessary, to leadership.
Use internal knowledge base to assist with troubleshooting and modify existing articles or write new knowledge articles as required.
Ability to work shift hours that span our client SLA requirements, as well as after-hours emergency support as an on-call engineer (Paid on-call as needed).
Undertake training of internal and external clients in the use of Imagine Communications products.

Requirements

• 2 – 5 years of experience in a client-facing technical role providing client-facing technical/engineering support in a software or cloud environment.
• Technical degree or equivalent work experience.
• Prior experience with case management systems (Salesforce preferred) and bug ticketing and tracking systems (JIRA preferred).
• Experience creating knowledge articles that include resolution details and steps for internal and external use.
• Experience utilizing email, case management systems, conferencing tools, and phone calls to interact and troubleshoot issues with customers and internal resources.
• SQL or Oracle database experience, and ability to write queries using SQL Developer and/or SQL Plus.
• Demonstrated ability to follow logical problem-solving steps in technical environment.
• Experience supporting a client-server-based application.
• Excellent written and verbal communication skills
• Proficiency using MS office products
• Must be willing to work 8-hour shifts from 6am – 6pm MST (typically 8am-5pm or 9am-6pm) and work high-profile or critical customer issues through to completion per customer SLA’s.

Nice To Haves

• Broadcast and/or cable industry experience and knowledge
• Working Salesforce and Confluence experience and knowledge

Responsibilities

• Troubleshoot, analyze, debug, and resolve client-reported issues on mission-critical complex solutions.
• Sometimes provide training or instruction to clients.
• Work closely with a professional team of support engineers supporting next-generation technologies.
• Receive support requests from clients via Salesforce ticketing queue and phone.
• Ensure that support cases are documented with troubleshooting details, including step-by-step recreation, and resolution information via the case management system.
• Work with the customers and internal technical resources to capture traces, gather screenshots and user shadow sessions, attaching all documents into the case management and/or defect ticketing systems.
• Provide frequent progress updates to clients on defects and open support requests, responding to them in accordance with the terms of their contractual Service Level Agreements (SLAs).
• Independently follow up on backlog and ensure aged cases are updated, next steps have been identified, and the client has been apprised of status.
• Clearly escalate issues to the appropriate functional group and, if necessary, to leadership.
• Use internal knowledge base to assist with troubleshooting and modify existing articles or write new knowledge articles as required.
• Ability to work shift hours that span our client SLA requirements, as well as after-hours emergency support as an on-call engineer (Paid on-call as needed).
• Undertake training of internal and external clients in the use of Imagine Communications products.

Benefits

• Imagine Communications offers a generous Medical, Dental, Vision and Life Insurance package and HSA and 401(k) options with company matching.
• We like to make sure all our employees are safe when travelling so, we’ve got travel insurance covered too.
• Employee Wellbeing is a priority for us, so all employees and their family have access to our EAP and Wellness programs, including LifeSpeak and Vitality.
• Volunteer in your community and we will pay for that too.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed