Support Engineer

KeyMark, Inc.; Northern (KY); Hybrid; USD 52,000 - 70,000; Full time

Job summary

KeyMark, Inc. is seeking self-motivated individuals to join our Support Engineering Team to become experts on KeyMark software and solutions. You will learn the software, obtain industry certifications, and deliver direct technical support to customers.

You will receive comprehensive product training, work on upgrades, and troubleshoot a wide range of issues including AI-based product aspects. Prior helpdesk experience is beneficial but not required.

Qualifications

• Bachelor's degree in computer science, computer information systems, computer engineering, MIS, or IT, or equivalent working experience.
• Knowledge of AI concepts and tools preferred for supporting AI-based products.
• Strong verbal and written communication skills with customers and teams.
• Ability to document issues, troubleshooting steps, and resolutions clearly.
• Basic understanding of Windows Server, Active Directory, IIS, and SQL Server.

Responsibilities

• Deliver direct technical support to customers.
• Provide remote assistance to customers during product upgrades.
• Manage customer escalations to timely completion and assist root cause analysis.
• Apply troubleshooting techniques to solve complex problems.
• Document customer interactions in the tracking system.
• Debug, update, and rewrite code as part of upgrades (10% of time).
• Build cooperative relationships with partner support teams.
• Participate in after-hours/on-call rotation.

Skills

AI concepts

Communication skills

Documentation skills

Troubleshooting

C#, C++, JavaScript

HTML

Education

BS in CS/CIS/CE/MIS or IT

Tools

Windows Server

Active Directory

IIS

SQL Server

Job description

Description

KeyMark is looking for self-motivated individuals seeking to begin their career by joining our Support Engineering Team. The focus of this role is to become an expert on KeyMark software and solutions.

You will learn the necessary skills and obtain the industry certifications to perform the job. Previous tech support experience is beneficial and preferred but not required.

This is not your typical IT helpdesk position. The initial focus of this job is to learn the software that KeyMark sells to be able to assist our customers with issues reported with their solutions. You will receive product training and certifications to handle any issue that may be reported by our customers. On any given day, engineers may be assisting with a wide range of issues such as:

Upgrades

Troubleshooting issues related to database performance

Web servers, infrastructure, architecture, permissions, antivirus, networking

Debugging C#, JavaScript, or HTML code as these items pertain to our software solutions

Requirements

• Support KeyMark's growing portfolio of AI-based products, as this will be a key focus area for the Support Engineering team going forward.
• Obtain and maintain product certifications and training.
• Deliver direct technical support to customers.
• Provide remote assistance to customers performing product upgrades.
• Manage customer escalations to timely completion and assist in root cause analysis and solutions.
• Apply sound troubleshooting techniques and principles to solve complicated problems.
• Analyze and clarify customer queries through troubleshooting and researching existing knowledge base articles/known issues. Seek assistance from senior team members as needed.
• Participate in the after-hours/weekend support (on call) rotation.
• Document and record all activity and communication with customers within our tracking system for customer calls and emails.
• Debug, update, and rewrite custom code to resolve problems or modernize code as part of upgrades. This is a small portion of the work we do, but it is important.
• Build and maintain strong, cooperative relationships with the support departments of KeyMark business partners.
• Work with Senior Support Engineers and Support Engineering Management staff to set objectives.
• Know when to ask for help and when to help others.

Experience

• Prefer multiple years of customer interface, via helpdesk or other professional working experience.

Education & Certifications

• Bachelor's degree in computer science, Computer Information Systems, Computer Engineering, MIS, or IT, or equivalent working experience required.

Knowledge & Technical Skills

• Knowledge of artificial intelligence (AI) concepts and tools is preferred, as this role will be heavily focused on supporting KeyMark's AI-based product offerings.
• Strong verbal and written communication skills necessary to work with customers, vendors, and other KeyMark teams.
• Strong documentation skills to detail customer interaction, problem definition, troubleshooting and issue resolution.
• Troubleshooting skills with the ability to resolve complex technical problems.
• Basic knowledge of Windows Server, Active Directory, Internet Information Server, and SQL Server is preferred but not required.
• Critical thinking, logical and analytical skills
• Ability to work both independently and with a team, as well as follow direction from management.
• Must have strong understanding of object-oriented programming (such as C#, C++, JavaScript) as well as HTML. Coding and development are approximately 10% of the time spent on the job, but it is important to have these skills to be successful.

Other

• Disciplined work habits, attention to detail, and a strong sense of self-motivation. Proven ability to work well in a team environment
• Exhibited organizational and time management skills necessary to work on multiple tasks in parallel.
• Ability to take initiative and adapt to direction changes and challenges.

Travel Requirements

• Between 0% and undoubtably less than 10%

Special Working Conditions

• None.

Additional Information

• Due to the nature of the business, some after-hours and weekend work may be required.

Who is KeyMark, Inc.?

• KeyMark is an industry leader in business process automation and consulting. We sell, install, and configure award-winning software solutions for our customers.