Sr. Technical Support Engineer

Automation Anywhere Inc.; United States; Remote; USD 130,000 - 145,000; Full time

Job summary

An innovative company is seeking a Sr. Technical Support Engineer to enhance customer experience through technical expertise and problem-solving. In this role, you will lead the technical support escalation process, collaborating closely with product management and engineering teams. You will be responsible for developing training, managing product enhancements, and providing technical assistance to ensure seamless operations. This remote position offers the opportunity to work with a passionate team dedicated to redefining automation solutions. If you thrive in a dynamic environment and are eager to make a significant impact, this role is for you.

Benefits

Flexible work schedule

Unlimited Personal Time Off

12 holidays off per year

4 days volunteer time off per year

4 company 'Achievement' days off per year

Variety of health care and well-being benefits

Paid family/parental leave

Qualifications

• 7+ years in Technical Support, IT consulting, or System Integration roles.
• Experience with Networking technologies and Windows systems.

Responsibilities

• Manage product enhancement requests and technical assistance.
• Develop troubleshooting guides and document problem-solving processes.

Skills

Technical Support

Troubleshooting

Networking

Windows Systems

Database Management

Active Directory

Scripting (VB/Java)

Citrix XenApp

Cisco Networking

Education

Bachelor's Degree

Equivalent Work Experience

Tools

Visual Studio

IIS

Excel

Job description

Sr. Technical Support Engineer page is loaded

Sr. Technical Support Engineer

Apply locations USA - Remote time type Full time posted on Posted 25 Days Ago job requisition id JR783

About Us:

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Our opportunity:

We have an opportunity to join our specialty customer support escalation team. The Sr. Technical Support Engineer is responsible for developing and implementing technical troubleshooting training for our Support team globally. This role will help discover areas within the product requiring improvement for supportability, record, track and document the problem-solving process for mass consumption. We are looking for an individual with the experience and talent to dramatically improve the overall technical escalation process, liaising closely with product management and engineering to drive product usability/serviceability, defect management for a better customer experience.

Location: Remote role – must be located on the West Coast in Pacific Time Zone

You will make an impact by being responsible for:

• Managing, coordinating, and prioritizing product enhancement requests with all stakeholders
• Managing, prioritizing and reviewing product patch requests with the Engineering team and coordinate for release plan
• Providing technical assistance to critical situations and escalation teams
• Triaging and providing technical expertise in resolving complex product issues
• Collaborating and coordinating with the engineering and the cloud operation team on continuous improvement of processes and feedback
• Providing a technical troubleshooting guide to the technical support team
• Taking ownership of projects and improve processes. Helps automate technical support processes
• Recording, tracking, and documenting the problem-solving process for mass consumption
• Using logical reasoning to analyse a situation and make use of available debug utilities
• Identifying, and learning legacy and A360 software features supported by the organization
• Working with fixes at the product level, including installing and upgrading software
• Testing fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved
• Establishing a proper course of action to ensure efficient completion of work within prescribed time limits
• Developing FAQ and Knowledge Base articles to aid in problem resolution
• Documenting root cause analysis in customer friendly manner
• Training support to L2/L3

You will be a great fit if you have:

• 7+ years’ experience in Technical Support roles, professional services, IT consulting, or System Integration roles
• Bachelor’s degree or equivalent work experience
• Experience/knowledge of Networking - practical application of technologies, protocols, and related standards including TCP/IP, HTTP, HTTPS, XML, LAN, WAN, Routers
• Working knowledge of Windows systems, Visual Studio, C#, IIS troubleshooting
• Working knowledge of Database, VB/Java scripting, Excel macros
• Working knowledge about Active Directory, Windows Server 2012 onwards, Cluster
• Citrix XenApp and Xendesktop experience (CCEA a plus)
• Cisco Networking Experience (CCNA a plus)
• Proven working experience in Enterprise technical support
• Duties may require being on call periodically and working outside normal business hours
• Working knowledge of Windows systems, Linux, and web troubleshooting
• Experience in Database, scripting, and Excel macros
• Experience in Active Directory, load balancers, and high availability

You excel in these key competencies:

• Very strong attention to detail
• Outstanding troubleshooting skills
• Strong problem-solving and multi-tasking skills
• Excellent customer-facing skills
• Excellent listening skills
• Excellent written and verbal communication

The base salary range for this position is $130,000 – $145,000 a year. The base salary ultimately offered is determined through a review of education, industry experience, training, knowledge, skills, abilities of the applicant in alignment with market data and other factors. This position is also eligible for a discretionary bonus, equity and a full range of medical and other benefits.

Ready to Revolutionize Work? Join Us.

This is an opportunity to work with a global, passionate team pioneering technology that’s redefining the way people work, everywhere. Join us and discover the many ways that you can have an impact, achieve your potential, and go be great.

Job Segment OR Key Words: SaaS, Technical Support, Automation, Customer Escalations, Troubleshooting, Project Management

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Benefits and perks you’ll appreciate:

• Flexible work schedule / remote roles
• Unlimited Personal Time Off
• 12 holidays off per year
• 4 days volunteer time off per year
• 4 company “Achievement” days off per year
• Variety of health care and well-being benefits
• Paid family/parental leave
• We are a designated “Best Place to Work” for 2 years in a row! Learn more here
• Newsweek’s Top 100 Most Loved Workplaces in America 2023 – Learn more here

Automation Anywhere is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [e-mail].

All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.