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Support Engineer II

Company: s.com
Location: Irving
Posted on: August 16, 2019

Job Description:

Be available to take ownership of new cases and escalations. Provide support to Enterprise customers, partners, and other engineers. Scope customer s issues and support boundaries by collecting the relevant facts. Investigate the problem by doing your own research and by involving other teams as needed. Consult with your immediate peers or colleagues around the world, handing the case over to them if necessary. Escalate to management as necessary, acting internally as a customer advocate, and keeping the customers informed. Collaborate with management and engineering in order to resolve service issues and in order to produce bug fixes, patches, test cases as appropriate. Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments. Document your technical work and research in a detailed and comprehensive manner. Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems. Soft Skills required non-negotiable, high priority Passion to serve customers - genuine desire to help even under the most challenging circumstances. Ability to handle high pressure situations well maintain calm and composure on really stressful situations. Strong communication skills, the ability to work in a team, excellent problem-solving skills and capability to deal with changes in a really fast paced environment. Ability and willingness to quickly ramp up on multiple technology areas as needed Technical skills preferredrequired Developer background Knowledge and experience with .Net Framework, ASP.NET, VB.NET and Webservers IIS, HTML and CSS. Knowledge of IIS configuration and how HTTP requests are handled by IIS. Understanding of how HTTP requests are handled end-to-end including HTTP headers, cookies, etc. Working knowledge of Visual Studio and the Azure SDK. Understanding of programming concepts such as call stacks, threading, synchronization, performance-related concepts and debugging. Familiarity with Azure services and offerings is a plus or experience in AWS or Google Cloud Familiar with code deployment models such as MSDeploy, Git, Github The ability to troubleshoot complex web application issues in an often ambiguous environment. Knowledge of PHP, Node.js, Java, JavaScript and popular frameworks such as WordPress, Joomla and Drupal is a plus.

Keywords: s.com, Irving , Support Engineer II, Engineering , Irving, Texas

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