AVI-SPL · 5 hours ago
Senior Platform Support Engineer
United States
Full-time
Remote
Senior Level
$90K/yr - $130K/yr
5+ years exp
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Responsibilities
Provide advanced technical support to customers via phone, email, and chat. Occasional travel to customer sites may be required.
Troubleshoot and resolve complex technical issues related to our SaaS products within established SLA targets and with an emphasis on driving high CSAT scores.
Collaborate with cross-functional teams, including development, cloud infrastructure, product management, and customer success, to resolve customer issues and improve product functionality
Mentor and train junior SaaS support engineers, providing guidance and support as needed
Develop and maintain comprehensive documentation for support processes and procedures
Monitor and analyze support metrics to identify trends and areas for improvement
Participate in on-call rotations to provide 24/7 support coverage as needed
Will prepare technical documentation in accordance with the Incident Management process including RCA
Development & Documentation of Customer Network Connectivity Design when applicable
Assist support team with configuration changes and troubleshooting as necessary
Assist with developing internal training materials and documentation
Work with Sales Engineers and Solution Architects to ensure proper solutions are sold and implemented
Stay up-to-date with industry trends and best practices to continuously improve support processes
Gain/Maintain Strong internal business process knowledge of end-to-end customer life cycle support for SYaaS Solutions
Build and maintain relationships with global partners, virtual teams and third parties
Qualification
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Required
Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience.
5+ years of experience in a technical support role, preferably in a SaaS environment.
Strong understanding of SaaS architecture and technologies.
Proficiency in troubleshooting and resolving technical issues related to software applications, databases, and networking.
Strong organizational skills and attention to detail.
Experience with support ticketing systems and customer relationship management tools.
Ability to work in a fast-paced, dynamic environment.
Communicate and interact with internal employees, clients and colleagues in a professional and timely manner.
Self-starter capable of working independently and ensuring to meet deadlines.
Excellent communication and interpersonal skills, both verbal and written.
Ability to balance multiple tasks with changing priorities.
Excellent, structured problem-solving skills.
Demonstrate time management skills with attention to detail.
Ability to use Microsoft Office software to produce documents and perform analysis work.
Demonstrate the ability to work successfully with diverse cultures while accommodating global time zone constraints.
Preferred
Experience with cloud platforms such as AWS, Azure, or Google Cloud.
Knowledge of scripting languages such as Python, Bash, or PowerShell.
Familiarity with DevOps practices and tools.
Experience with Linux.
Benefits
Medical benefits, including vision and dental
Paid holidays and personal days
Enjoyable and dynamic company culture
Training and professional development opportunities
Company
AVI-SPL
AVI-SPL is an IT company that provides AV/UC integrator and digital solutions.
1,001-5,000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2020-04-07Acquired· by Whitlock Group ebusiness solutions
2016-01-01Private Equity· Undisclosed
Leadership Team
John Zettel
Chief Executive Officer
Chad Gillenwater
Founder & Executive Vice-Chairman
Recent News
2024-05-20
2024-05-20
Company data provided by crunchbase
