Support Engineer II

Overview

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. We are a community of 50 million who think-and feel-differently about investing. Together, we're changing the way the world invests. Since our founding in 1975, helping investors achieve their goals has been our main reason for existence. At Client, we're built differently. Our client is investor-owned, meaning that we're owned by our funds, which are owned by our fund shareholder clients. Therefore, your success adds to ours, so you're surrounded by people who care about the same things. With no other parties to answer to, we make decisions-including keeping investing costs as low as possible-with your needs in mind. Because of our unique structure, your goals align with our goals.

Position: Support Engineer II

Location: Sunnyvale, CA 94089

Duration: 12 Months

Job Type: Contract

Work Type: Onsite

Job Description:

• This role is both challenging and rewarding.
• You work independently, handling enterprise technical support cases of all severities.
• You clarify the customer need, determine if there is a problem, evaluate their impact(s) or technical risk(s), and manage their expectations for resolution appropriately.

Typical Day in the Role:

• You help customers and other support engineers to solve difficult technical support problems and your team prioritize cases.
• You know how to propose workarounds during times of crisis to get customers working again.
• You escalate when issues become critical or complex.
• You will become an SME in one or more products or services and handle escalations related to those services.
• You understand the architecture (at a high-level), operational parameters, and troubleshooting techniques.
• You assess customer technical practices related to these services for development, design, and operations.
• You know when the right action is to replicate workloads to best serve or guide a customer.
• You understand the risk/opportunities with various implementations and help customers make the right trade-offs (e.g., creation of downstream bottlenecks, managed vs. unmanaged services, etc.).
• You help your customer optimize their use of product and service support tools and adopt best practices (e.g., data security, fault tolerance, performance, etc.).
• You learn new technologies as they emerge

Candidate Requirements:

• Bachelor's degree in engineering, computer, or a related technical field
• 3+ years relevant in troubleshooting, developing and testing of electronic products and related services for enterprise customers.
• Understands the architecture and operational parameters to effectively handle escalations.
• Able to learn new technologies as they emerge.
• Understands how technologies interact, such as WiFi, BT, Android/iOS apps, web services, and APIs.
• Sees patterns. Able to make connections to improve systems and their operational efficiency. Knows what solutions exist elsewhere and how they can be connected.
• Knows how to assess technical practices for development, design, and operations and works with customer(s) to recommend the right methods for effective service operations.
• Able to build workarounds during times of crisis to get customers working again.

Preferred qualifications:

• Proven technical experience in development, testing and implementation of large scale, complex technology projects.
• Working knowledge using Microsoft Office suite, and software for technical document writing.
• Proven record of training and coaching junior support team members.

Top 3 must-have hard skills

• Customer/Technical Support
• Basic Programming Skills
• Clear Writing Communication Skills

TekWissen Group is an equal opportunity employer supporting workforce diversity.