Technical Support Engineer 1

Aspect Technology Center; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic team at an innovative company dedicated to transforming customer engagement through cutting-edge technology. As a Senior Technical Support Engineer, you'll operate in a remote environment, providing expert troubleshooting and resolution for complex application issues. Your role will involve engaging with customers globally, ensuring their technical challenges are swiftly addressed. This position offers a unique opportunity to work with advanced technologies, including cloud and AI, while contributing to a collaborative team culture that values accountability and results. If you're passionate about technology and customer service, this role is perfect for you.

Qualifications

• Hands-on experience with Networking, CentOS Linux, and Windows OS.
• Experience with Contact Center Technologies and Telephony is essential.

Responsibilities

• Resolve technical issues for customers and partners globally.
• Document and verify reported problems and troubleshoot effectively.

Skills

Networking

CentOS Linux

Windows OS

Contact Center Technologies

Telephony experience / SIP

XML scripting

Object-Oriented Programming

Strong customer service skills

Problem-solving skills

Analytical skills

Job description

SR. TECHNICAL SUPPORT ENGINEER

Shift timings: 10PM to 7AM IST in a Tuesday to Saturday or Sunday to Thursday shift

Alvaria employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history, we have empowered employees by creating an inspired community that values Urgency, Accountability & Results. Our ability to think big has enabled us to continually evolve and lead the market, and to stay at the forefront with exciting technologies including cloud, mobile, and artificial intelligence.

JOB DESCRIPTION

GENERAL SCOPE & SUMMARY

Operating within a remote working environment, provide remote technical and application problem resolution and escalation assistance related to Alvaria products. Diagnose, troubleshoot, repair, and debug complex application issues related to our software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.

PRIMARY ROLES & RESPONSIBILITIES

• Resolve technical issues of the Alvaria product suite for our customers and partners globally.
• Document and verify reported problems. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary.
• Log/report issues on our CRM, and provide effective and consistent communication to customers, peers, and other teams.
• Understand and set issue priority based on urgency and business impact.
• Close issues by providing quick resolutions and documenting technical analysis and root cause wherever applicable.

QUALIFICATIONS

SPECIALIZED KNOWLEDGE & SKILLS

Mandatory hands-on experience in the following technologies:

• Networking
• CentOS Linux
• Windows OS

Mandatory hands-on experience in at least two to three of the following:

• Contact Center Technologies (including Automated Dialers & Telephony)
• Telephony experience / SIP
• XML scripting
• Object-Oriented Programming

Secondary - Nice to have/Optional Skills to stand out:

• VXML
• CCML
• RDBMS
• Microsoft LUIS/CLU
• APIs
• SMS

Additional qualities and skills:

• Ability to learn complex software tools quickly.
• Strong customer service, problem-solving, documentation, and teamwork skills.
• Contribute to team efforts by accomplishing related results as needed.
• Good logical reasoning, analytical skills, and willingness to learn and take on additional responsibilities.
• Strong customer communication skills (verbal and written), including passing an English proficiency test.
• Knowledge of cloud technologies like AWS and/or Google Cloud is an advantage.
• Basic knowledge of Salesforce ServiceCloud (Salesforce Communities a plus).

JOB REQUIREMENTS

• Ability to work in a technical and fast-paced environment.
• Ability to achieve KPIs regularly.
• Flexibility to work outside normal shift hours to meet customer needs.
• Willingness to work during weekends.
• Technical certifications and knowledge of a second or third language are a plus but not mandatory.

Alvaria is an equal opportunity/affirmative action employer committed to diversity. We welcome applications from women, minorities, individuals with disabilities, veterans, and other protected groups.