Agiloft · 22 hours ago
Technical Support Engineer 1
United States
Full-time
Remote
Mid, Senior Level
5+ years exp
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Responsibilities
Work with customers on cases assigned to you (including phone and email communications)
Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
Reproduce, document, and raise issues to the Development team
Assist with escalated technical support issues and work closely with our development team to resolve more complex cases.
Work with development to deep dive logs and identify the root cause of issues
Investigate server alerts and identify how to best resolve and help prevent server issues
Follow all ticket SLA and notation departmental guidelines
Document issues, file and follow up on customer problem tickets.
Learn our software product inside and out.
Become knowledgeable about products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel, and Salesforce
Other duties as assigned
Qualification
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Required
5 years of experience in a technical support role.
Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program.
Experience with database concepts, web-based technologies, and operating systems.
Excellent trouble-shooting and analytical skills, desire to solve problems and make things work.
Good judgment, capacity to independently evaluate situations and identify the optimum course of action.
Excellent written and verbal English communication skills.
Ability to interact politely with the occasional difficult customer.
Ability to manage multiple tasks and set appropriate priorities.
Preferred
4 year college degree preferred.
2 years’ experience with enterprise Java preferred.
1 year experience with Linux server background preferred.
Virtual Machine management experience a plus.
Programming or IT/Sys Admin experience a plus.
Benefits
Floating holidays
Quarterly, no-questions-asked wellness day
Company
Agiloft
Agiloft develops a contract management software designed for automating the processes for competing vendors.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$45MKey Investors
FTV Capital
2024-05-30Acquired· by Kohlberg Kravis Roberts
2020-08-17Private Equity· $45M
Leadership Team
E
Eric Laughlin
CEO
Laura Parker
Regional Vice President of Sales
Recent News
2024-06-01
2024-05-31
Company data provided by crunchbase
