Technical Support Engineer I - Remote

Overview

The Technical Support Engineer I is responsible for providing technical support for Accruent’s Enterprise Solutions and is a point of escalation for support issues. Responsibilities include working with internal and external customers to troubleshoot, document, identify root cause, and resolve technical problems. The Technical Support Engineer I will need to have an understanding of each piece of the technical stack from the hardware layer to the application code.

In Short

• Maintain a working knowledge of Accruent-supported products and technologies.
• Act as technical resource for Software Support Teams.
• Identify, document, confirm product defects.
• Work with all levels of support to document resolutions and continually drive first call/first touch resolution.
• Interact with customers, partners, field teams, and software developers to provide technical advice and assistance and define requirements.
• Prioritize, research, troubleshoot, and resolve escalated technical issues.
• Troubleshoot and analyze databases, application servers and new technologies.
• Participate in root-cause analyses, communicate options for resolution and provide recommendations to customer-facing technical problems.
• Contribute to documentation of technology best practices.
• Ensure the Support team is proactive in pursuit of new solutions and efficiencies within our technology practice.

Requirements

• Excellent written and oral communication skills to a variety of audiences at different levels and with different backgrounds.
• Works well in a team environment, as well as independently.
• Enjoys and excels at problem solving and assisting others.
• Strong troubleshooting and problem solving skills.
• Ability to multi-task and prioritize multiple projects/clients simultaneously.
• Highly organized and detail-oriented; strong organizational skills.
• Strong interpersonal and leadership skills.
• Ability to make sound decisions based on customer needs and product knowledge.
• Self-motivated and able to work under pressure to deliver high-quality solutions.
• Ability to anticipate potential problems, determine and implement solutions.

Benefits

• Complete other duties as assigned by Accruent management.