Enterprise Technical Support Engineer

THE COMPANY:

RightCrowd is a dynamic and rapidly expanding company in the Physical Identity and Access Management (PIAM) industry, focused on providing cutting-edge solutions to enhance security and streamline access control processes for a diverse range of clients. As we continue to grow and establish our presence in the market, we are seeking an experienced and forward-thinking Technical Support Engineer to join our team. The ideal candidate will be based in the United States or Canada and be passionate about driving the financial success of our business.

THE SPONSOR:

Bloom Equity Partners is leveraging decades of investing and operating experience to rapidly unlock transformational growth and deliver superior returns to our investment partners and management teams. Investing exclusively in lower-middle market technology, software and tech-enabled business service companies, Bloom drives enduring market value by partnering closely with founders and management teams, injecting capital to unlock growth and providing operational resources and expertise to enable meaningful step-change to the business.

JOB SUMMARY:

As a Technical Support Engineer, you will be responsible in providing an enterprise level of application assistance and timely response to customer issues either via phone, web, email and other company approved support channels. You will take ownership of any reported customer issues and see problems to resolution. You will be required to gather the necessary information for the reported issue/support ticket and conduct further investigation to prevent any missed Service Level Agreements (SLAs). You will be required to conduct the initial analysis on incoming tickets and ensure all required details on the issue are provided to assist speedy resolution of tickets submitted to the RightCrowd ServiceDesk.

• Actively communicate to customers on issues, product updates or releases
• Work efficiently in a fast-paced environment whilst meeting SLAs
• Possess advanced skill in troubleshooting enterprise applications
• Provide timely response on all customer reported issues according to the severity of the issue
• Conduct analysis of tickets and assist in the gathering of necessary information about tickets
• Ensure any open and outstanding tickets are handed over appropriately, providing complete information and status of the ticket to the next support group
• Ensure regular updates are provided to customers, using any of the agreed support channel, in any open ticket either low or critical
• Ensure proper recording, documentation and closure of issues
• Prepare and submit accurate and timely reports within the agreed frequency (daily or weekly)
• Document knowledge in the form of knowledge base, tech notes and articles within the agreed timeframes
• Collaborate with the team and developers to brainstorm solutions to issues when appropriate
• Be present, on-time, prepared and engaged in discussion in all scheduled and emergency calls
• Be available for the emergency support roster on a schedule as agreed
• Work collaboratively with the development and quality assurance teams to support customer escalations.
• Level 2-3 Support and mentorship for more junior members of the team.

What you'll need to succeed...

Bachelor’s degree in Computer Science or Information Systems or equivalent experience

3-5 years of experience in Application Support

Experience with:

• Microsoft Windows Server
• Application hosting / Server experience
• MS SQL Server T-SQL
• Active Directory
• Scripting / Automation experience with one or more scripting languages including SQL or PowerShell.
• Networking fundamentals
• IIS
• Public cloud
• Experience with upgrading, installing, and configuring applications as well as Windows environments.
• C#, JAVA, .Net web application experience will be beneficial

Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

RightCrowd Software, Inc. is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.