Senior Technical Support Engineer

POSITION DESCRIPTION:

We are looking for a Senior Technical Support Engineer to provide product support assistance to our customers. You will diagnose and troubleshoot software problems and help our customers install applications and programs.  Our products are software applications that test and simulate data communications between electronic equipment used in electric utility substations.  Applicants to this position must have experience supporting complex software that is used in computer networks and industrial communications systems.  Experience in the electrical utilities industry is a plus.

Senior Technical Support Engineer responsibilities include assisting customers with configuration of our software products, investigating problems customers may be experiencing with the products, assisting with licensing problems, and answering general questions about the capabilities of our products. The position works directly with customers and with the internal engineering team to solve problems of varying complexity.  You will use email, virtual meeting applications, remote desktop, and phone to work with clients.  You must be able to provide clear written and verbal instructions.

If you’re naturally a helper, enjoy assisting people with product issues and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

RESPONSIBILITIES:

• Learn our products including the details of how to use them and concepts of what they do
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including network configuration, licensing issues, product configuration, etc.
• Work to reproduce reported problems in software products
• Ask customers targeted questions to quickly understand the root of the problem
• Track product issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone or email, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate technical solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their applications are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals; Technical Writing Experience a plus
• Maintain positive relationships with clients

EDUCATION, EXPERIENCE and SKILLS REQUIRED:

• Proven work experience as a Technical Support Engineer, or similar role working with complex software based products
• Must have previously provided product support for software applications, devices, or systems that utilized complex software.
• Hands-on experience with Windows/Linux OS environments
• Good understanding of computer systems and computer networking
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Some programming and/or computer scripting skills are preferred
• Experience in utilities industry is highly desired

Location:  Raleigh, NC  

About employer:  Triangle MicroWorks is a fast paced, growing, privately-held company which provides communication protocol software for customers in the electric power industry.