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.
