Product Support Engineer - Linux/Oracle - Remote

Overview

The Product Support Engineer is responsible for ensuring maximum uptime and reliability for Spok customers’ mission critical solutions through professionalism, timeliness and dedication to quality resolutions.

In Short

• Taking ownership of reported customer technical issues and seeing problems through to resolution.
• Facilitating customer communication.
• Applying application patches as needed.
• Utilizing remote secure access technologies to diagnose and resolve customer issues.
• Collaborating with team members to troubleshoot and resolve issues.
• Consulting with other vendors to identify the best approaches to resolving complex issues.
• Reviewing customer information, manuals, procedures, and processes to ensure accuracy and quality.
• Creating and maintaining knowledge articles for training and best practices.
• Providing Root Cause Analysis and long-term solution recommendations.
• Preparing change control documentation for product corrections or configuration changes.
• Advising customers on best practices for Spok products.
• Meeting service level expectations and ensuring proper documentation of reported issues.
• This position involves on-call responsibilities for critical customer issues, rotated 24/7/365.

Requirements

• Associates degree in a technical field preferred.
• 2+ years of previous proprietary software support experience for external customers.
• Experience in Windows Server OS or Linux/Oracle.
• Experience in RDBMS, SQL.
• Strong customer support skills and ability to assess client personalities and technical skill level.
• Well-developed oral and written communication skills.
• Ability to work under pressure and perform critical thinking to resolve technical issues.
• Ability to work in a fast-paced environment.
• Occasional travel to customer sites may be required (less than 5%).

Benefits

• Competitive salary and benefits.
• Opportunity for professional growth and development.
• Work in a dynamic and supportive team environment.
• Flexible working hours.
• Access to the latest technologies and tools.