Senior Support Engineer

Location: Perspectium San Diego HQ

Responsibilities 

  • Take part in a 24/7 on-call support schedule for our customers globally (rotating call schedule with minimal after hours calls)
  • Take ownership of customer issues reported and see problems through to resolution
  • Take ownership of continuous improvement across Customer Support methods, tools and processes
  • At times, personally research, diagnose, troubleshoot and identify solutions in order to resolve customer issues
  • Provide continuous feedback to product teams based on customer interactions and personal experience
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Document knowledge in the form of support ticket knowledge articles
  • Provide regular updates to support team manager

Skills, Attributes 

  • Self-starter and entrepreneurial mindset
  • Thrives in a fast-paced start-up team-focused culture and adapts to a changing environment
  • Data-driven, strategic mindset
  • Logical and creative problem-solving
  • Excellent interpersonal and relationship management skills
  • Planning, organization, and facilitation skills
  • Ability to manage and influence others (both within and outside your own direct work-group)
  • Ability to summarize complex issues simply and effectively
  • Experience with Amazon Web Services
  • Experience with Unix/Linux administration
  • Experience with Integration methodologies and technologies
  • 3+ years ServiceNow implementation or administration
  • 5+ years Customer Support

Please Note the Following:

  • Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
  • This description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.
  • This job description is subject to change at any time.