Technical Support Engineer

Loftware; United States; On-site; USD 45,000 - 170,000; Full time

Job summary

Loftware is seeking a Technical Support Engineer to provide high-level technical support to customers and resolve complex incidents. This key role involves analyzing customer issues for optimal response and retention, ensuring satisfaction through effective solutions and collaboration with various internal departments. Successful candidates will possess a technical background and excellent problem-solving skills, ensuring timely and professional assistance in a dynamic environment.

Qualifications

• 3-5 years’ experience supporting customers directly in a technical environment.
• Understanding of how mobile and web apps communicate with the server.
• Experience diagnosing and quickly resolving issues.

Responsibilities

• Analyze customer issues with a deep understanding of logs.
• Coordinate resolution of issues requiring hot fixes with internal teams.
• Participate in 24x7 on-call rotation for off-normal business hours escalations.

Skills

Analytically minded

Ability to analyze customer issues

Understanding of REST APIs

Experience with logs analysis

Basic knowledge of C++ and Java

Familiarity with database architecture

Basic knowledge of HTTP protocols

Moderate skill level reading logs

Education

Bachelors or master’s degree in a technical discipline

Job description

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Talent Acquisition Specialist | Loftware | Make your mark.

A career at Loftware is more than just a job – it’s an opportunity to help shape the supply chain of the future.

Role Description

The primary responsibility of a Technical Support Engineer is to ensure that Loftware customers receive the highest level of technical support possible and assist in resolving complex incidents. The Technical Support Engineer provides advanced resolutions and solutions to customers’ issues in a timely, professional, customer-friendly manner via telephone, email, and other remote media to ensure optimal response time and performance. Technical Support Engineers act as in-house advocates for Loftware customers by providing a positive, unified and technically invaluable voice of Loftware to the customers.

The Technical Support Engineer is a key position which is directly correlated to customer retention. This position is expected to have the ability to resolve the department’s most complex technical incidents and work in coordination with internal and external departments (Professional Services, QA, Development, etc). The Technical Support Engineer creates and reviews technical material and coordinates multi-department escalations as needed. This position provides technical guidance, thought leadership and support to the customers and other resources at Loftware with the goal of improving TTR and reducing escalations to Development.

Responsibilities

• Ability to analyze customer issues with deep understanding of all logs and data we are gathering.
• Ability to diagnose and quickly resolve issues to determining.
• Ability to handle escalations where support is required which is beyond the scope of Technical Support.
• Provide insight into customer issues utilizing remote working sessions and recordings.
• Review production performance and provide analysis and reaction plans for errors/failures.
• Ability to analyze issues with infrastructure and communicating with our Operations and Development teams.
• Coordinate resolution of issues requiring hot fixes or patches with product management and other internal teams.
• Prepared and willing to do any other reasonable and lawful task including flexibility to work different shifts and participate in 24x7 on-call rotation for off normal business hours escalations.

Requirements for this role

• Analytically minded
• Displays curiosity and inquisitiveness in solving complex problems
• Understand how REST API’s work
• Experienced with logs analysis and able to triage issues to the right person for solutions
• Experienced with how mobile and web apps communicate with the server
• Basic knowledge of C++ and Java
• Basic knowledge of HTTP protocols
• Familiarity with database architecture, schemas, running queries and traces
• Operating systems (server/workstation), OS logging, OS configuration tools, drivers and windows applications
• Basic knowledge of webservices and related XML, SOAP, TCP/IP, HTTP, HTML
• Moderate skill level reading an interpreting logs including Log4J and Log4J2

Other competencies

• Analyze complex technical challenges
• Deliver results and meeting SLA and Customer Success Goals
• Achieve personal work goals and objectives
• Participate in the achievement of Company and departmental goals and achievements

Education/Experience

• Bachelors or master’s degree in a technical discipline (work experience may be considered)
• 3-5 years’ experience supporting customers directly in a technical environment
• Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.
• Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.
• We use the power of the global team.
• We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.

We win with inclusion

At Loftware, inclusion, diversity, and belonging are paramount to our success and our culture. We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.

About us

We make the Supply Chain work

At Loftware, our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain and our solutions are used to print over 51 billion labels every year. With over 500 industry experts and 1,000 global partners, Loftware maintains a global presence with offices in the US, UK, Germany, Slovenia, China, and Singapore making us a trusted partner for companies in automotive, chemicals, clinical trials, consumer products, electronics, food & beverage, manufacturing, medical device, pharmaceuticals, retail/apparel, and more.

More about us: https://www.loftware.com/about-us/company

#Makeyourmark with Loftware and apply today!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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