Supervisory Tier 3 Support Engineer

SourceTek; Pittsburgh (Allegheny County); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Employee stock options

Paid time-off and holidays

Award-winning work environment

Job summary

SourceTek, located in Pittsburgh, is seeking a Supervisory Application Engineer III to lead a support team. In this key role, you will manage Tier I and Tier II Application Engineers while addressing complex troubleshooting issues for a diverse customer base.

Ideal candidates will possess expert problem-solving skills and experience in coaching team members. The position offers opportunities for professional growth, employee stock options, and a supportive work environment.

Qualifications

• Expert skills in troubleshooting and problem solving in professional settings.
• Experience in leading and developing support engineers.
• Familiarity with online technologies, software coding/testing, or video applications.

Responsibilities

• Manage daily work and development of Tier I and Tier II Application Engineers.
• Diagnose complex performance issues across various software components.
• Prioritize support tickets based on issue severity.

Skills

Expert troubleshooting and problem solving skills

Experience managing the work of others

Ability to collaborate and work effectively in a team

Ability to excel in fast-paced environment

Experience in online technologies or services

Education

Bachelor Degree or equivalent experience

Job description

SourceTek is a full-service IT staffing firm, specializing in providing top quality candidates to fill contract consulting, contract-to-hire and permanent positions. Privately-held and founded in 2013, SourceTek is headquartered in Tampa and partners with middle-market to Fortune 500 clients nationwide.

Job Description

Direct Hire no C2C or sponsorships.

Lead experience required.

Seeking an experienced problem solver and people leader to join our support team in meeting the growing needs of our customers. If you have a track record of balancing your work and the work of others in a complex, dynamic troubleshooting environment and are interested in new challenges supporting end users, please read on.

As a Supervisory Application Engineer III, you are not only responsible for your own queue of support cases, you oversee the work of the Tier I and Tier II Application Engineers. In this player/coach role, you are part of the front-line team working with our broad set of customers in the US and beyond.

As part of a global team, we rely on you to represent the company through responsive, thoughtful problem-solving and maintaining strong relationships. This means demonstrating excellent professional communication skills, applying deductive approaches to troubleshoot issues and documenting solutions for continuous improvement. In this team-based environment, you will be in the heart of the action with opportunities to teach and learn from others, grow your skills and accelerate your career.

If you are interested in working with other down-to-earth, smart people who love to roll up their sleeves and get stuff done in the face of big, exciting challenges, then we want to talk.

We expect a lot and so should you:

• Opportunity to learn and stretch your capabilities.
• Employee stock options.
• Paid time-off and holidays.
• An award-winning work environment.

Responsibilities

• Be an ambassador, positively represent the company and develop goodwill in all customer interactions ranging from staff to high-level decision makers.
• Oversee the daily work and ongoing development of the Tier I and Tier II Application Engineers including advising, coaching and monitoring performance.
• Approach users with a can‑do attitude, efficient approach and dependable follow‑through.
• Diagnose nuanced performance issues spanning multiple software components.
• Replicate, describe, and troubleshoot complex bugs and product issues and capture actions taken in our ticketing system.
• Prioritize support tickets and exercise individual judgment based on issue severity.
• Manage the ticket escalation process and work closely with engineering team in reporting and tracking software bug resolution.
• Help build our knowledge base by actively updating and adding to product documentation, FAQ's and support materials.

Required Skills

• Expert troubleshooting and problem solving skills in a professional environment.
• Experience managing the work of others, coaching and developing other support engineers.
• Ability to collaborate and work effectively in a team.
• Ability to excel in a fast-paced environment, embrace change, and show good judgment.
• Experience in one or many areas such as online technologies, online services, software coding/testing, video production or editing, or similar web or video application tools.
• Bachelor Degree or equivalent experience.

Additional Information

All your information will be kept confidential according to EEO guidelines.