Professional Services Engineer - Remote

Overview

The Professional Services Engineer will support customer service teams and clients globally by resolving product issues and providing high-level support.

In Short

• Support direct Customer Support teams and Business Partners.
• Act as a Level 2 support for high-level product issues.
• Maintain quality communication throughout analysis.
• Minimize R&D escalations and manage critical issues.
• Contribute to the Knowledge Base and mentor other engineers.
• Initiate changes on production systems and escalate unresolved issues.
• Take ownership of customer problems and ensure timely feedback.
• Install product updates and hot fixes.

Requirements

• At least 2 years of experience in Technical Customer Support.
• Telephony/CTI background (Avaya, Cisco, etc.).
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Customer support experience, international experience is an advantage.
• Basic understanding of User permissions, Group Policy, and Firewalls.
• Knowledge of SNMP protocol and monitoring solutions.
• Experience with Web/Enterprise Applications.
• Good understanding of SSL Certificates.
• Experience in Citrix or desktop virtualization is a plus.
• Basic understanding of system vulnerabilities and remediation.
• Good knowledge of MS SQL database structure and administration is an advantage.
• NICE Certification and knowledge of NICE products is a plus.
• Networking experience, including analyzing IP network traces.

Benefits

• Confidentiality of information maintained according to EEO guidelines.