Technical Support Engineer (Open LMS) US, Raleigh, Remote

View full description

Requirements:

• Educational Background: An Associate's or Bachelor's degree, preferably in a STEM discipline, or equivalent hands-on experience.
• Strong Analytical Skills: Adept at analytical thinking and problem-solving.
• Interpersonal Proficiency: Exceptional interpersonal abilities, thriving in collaborative team environments.
• Effective Communication: Solid written and verbal communication skills.
• Language Skills: Proficiency in written and spoken English is essential; multilingual capabilities (Spanish, Portuguese) are advantageous.
• Self-Motivated: Capable of working effectively with minimal supervision.
• Customer-Centric: Focused on meeting the needs of both internal and external customers.
• Web Technology Proficiency: Experience with PHP, HTML, CSS, JavaScript, and AJAX.
• Database Knowledge: Sound understanding of SQL databases, particularly MySQL and PostgreSQL.
• Operating System Proficiency: Proficient in UNIX/Linux and Windows.
• Networking Fundamentals: Basic comprehension of networking principles such as TCP/IP.

Responsibilities:

• Diligently replicate, troubleshoot, analyze, and professionally resolve technical inquiries submitted through our support portal, Zendesk.
• Serve as a point of contact for clients and partners, bridging the gap between various technical teams.
• Identify, investigate, and effectively address technical challenges.
• Act as the escalation point for Tier 1 Customer Support Specialists for complex technical issues.
• Train new support personnel and other Support Engineers.
• Access databases for generating reports and resolving backend data-related issues.
• Offer specialized insights into advanced integration facets such as SSO and API management.
• Contribute to the Knowledge Management system by creating knowledge base articles.