PRIMARY ROLE:

Support Engineers will provide technical support to external customers and cross-functional internal teams to ensure the timely and successful resolution of customer technical inquiries, and support system installation and administration. The Support Engineer will act as a continuous technical support system, investigate and resolve any emerging problems that our customers encounter to ensure a world class experience.

KEY RESPONSIBILITIES:

• Monitors the health of the customer network using different reporting tools and proactively engages customers and internal teams to resolve issues.
• Manages ticketing system for equipment alerts and engages customer to resolve issues via phone, email, and Jira Service Desk portal.
• Investigates and provides accurate answers to customer complaints and coordinates corrective steps.
• Performs secondary review of completeness of equipment assessments for customer installation and provides configuration materials for installation provisioning
• Monitors the progress of system connectivity during customer installation and collaborates with installation teams on site.
• Digitizes customer facility maps and assigns location information to installed equipment.
• Engages internal engineering teams as needed to resolve complex problems.
• Execute basic bash and shell scripting through terminal per a defined playbook to configure installed equipment.
• Proactively develops scripts/tools to enhance support efficiency of the customer network.
• Ability to manage multiple tasks at the same time and report status and progress through management tools.
• Provides on-site assistance for technical support and installation as required.

QUALIFICATIONS:

• Minimum 2 years of relevant experience
• Associate’s degree required
• Bash/Shell scripting through terminal access
• Ability to critically think through problems leveraging playbook guidelines
• Proven track record of timely resolution of support requests
• Strong verbal and written communication
• Desire to drive continuous improvement through process or automation improvements
• Ability to travel up to 10%

Please note: position is full-time, at our Chicago headquarters. Must be local or willing to relocate. SwipeSense offers competitive compensation, stock options and excellent medical and dental benefits. M/F/D/V