Job Description:
Description
WHO WE ARE
AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevateexperiences,create new value, and enableorganizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.
Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.
WHAT YOU'LL DO
The SaaS Operations and Support Team is responsible for the Onboarding/configuration of new Symphony SaaS customers, post-production support/incident management as well as implementation and governance of the Symphony SaaS platform.
The Senior Engineer will be responsible for resolving complex technical issues with the end goal of restoring functionality, mentoring junior support staff, and ensuring our customers receive world-class support.
This role will be responsible for supporting cloud-based and on-premise solutions of a complex nature and/or large scale, and will play a key role in developing a product knowledge base.
Day-To-Day Responsibilities:
- Key Responsibilities
- Provide advanced technical support to customers via phone, email, and chat. Occasional travel to customer sites may be required.
- Troubleshoot and resolve complex technical issues related to our SaaS products within established SLA targets and with an emphasis on driving high CSAT scores.
- Collaborate with cross-functional teams, including development, cloud infrastructure, product management, and customer success, to resolve customer issues and improve product functionality
- Mentor and train junior SaaS support engineers, providing guidance and support as needed
- Develop and maintain comprehensive documentation for support processes and procedures
- Monitor and analyze support metrics to identify trends and areas for improvement
- Participate in on-call rotations to provide 24/7 support coverage as needed
- Will prepare technical documentation in accordance with the Incident Management process including RCA
- Development & Documentation of Customer Network Connectivity Design when applicable
- Other duties
- Assist support team with configuration changes and troubleshooting as necessary
- Assist with developing internal training materials and documentation
- Work with Sales Engineers and Solution Architects to ensure proper solutions are sold and implemented
- Personal and professional growth
- Stay up-to-date with industry trends and best practices to continuously improve support processes
- Gain/Maintain Strong internal business process knowledge of end-to-end customer life cycle support for SYaaS Solutions
- Build and maintain relationships with global partners, virtual teams and third parties
WHAT WE'RE LOOKING FOR
Must-Haves:
- Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
- Self-starter capable of working independently and ensuring to meet deadlines
- Excellent communication and interpersonal skills, both verbal and written
- Ability to balance multiple tasks with changing priorities
- Excellent, structured problem-solving skills
- Demonstrate time management skills with attention to detail
- Ability to use Microsoft Office software to produce documents and perform analysis work
- Demonstrate the ability to work successfully with diverse cultures while accommodating global time zone constraints
Education and/or Experience:
- Required
- Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
- 5+ years of experience in a technical support role, preferably in a SaaS environment.
- Strong understanding of SaaS architecture and technologies.
- Proficiency in troubleshooting and resolving technical issues related to software applications, databases, and networking.
- Strong organizational skills and attention to detail.
- Experience with support ticketing systems and customer relationship management tools.
- Ability to work in a fast-paced, dynamic environment.
- Desirable
- Experience with cloud platforms such as AWS, Azure, or Google Cloud.
- Knowledge of scripting languages such as Python, Bash, or PowerShell.
- Familiarity with DevOps practices and tools.
- Experience with Linux
WHY YOU'LL LIKE WORKING HERE
- Medical benefits, including vision and dental
- Paid holidays and personal days
- Enjoyable and dynamic company culture
- Training and professional development opportunities
MORE ABOUT US
AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.
AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.
Pay Type
Min Base
Max Base
Salary
$__90k__
$__130k__
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