Technical Support Engineer
Company: DIVERSANT, LLC
Location: Broomfield
Posted on: February 17, 2021
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Job Description:
Title: Technical Support EngineerLocation:--Broomfield,
CO--*(remote till pandemic allows)Type: DirectCompensation:
95-110k, benefitsJob Summary:The Escalation Software Engineer will
provide software escalation support for Code Data products and
function as a technical mentor to the Technical Support and Sales
Engineering team. They will work directly with the R&D,
Technical Support, and Sales Engineering teams to coordinate
resolution to complex technical issues and partner with them in
development and creation of new tools, scripts, and processes for
issue avoidance, detection, and resolution.Essential Functions:*
Acts as the primary point of contact for issues that have escalated
to engineering for advanced troubleshooting by Technical Support
and Sales Engineering.* Read and understand application source code
to troubleshoot complex issues.* Aggregate and analyze information
from various data sources (database, application logs, system logs,
etc---) to assist in issue troubleshooting and resolution.* Partner
with development teams to create and deploy diagnostic software and
monitoring tools to determine root cause of customer issues.*
Improve tools, infrastructure, and logging to provide teams more
robust dashboards, alerts, and monitors to detect, avoid, and
resolve production issues.* Create or implement tools to
proactively identify and escalate problems before customers are
even aware of them.* Empower the Technical Support team to avoid
and/or resolve escalations through documentation and training.* Act
as a technical mentor to Technical Support and Sales Engineering
resourcesSkills Requirements:* Excellent customer facing skills,
ability to participate in and lead issue resolution calls directly
with our customers.* Proficiency reading and interpreting source
code in C#/JavaScript or comparable programming language.*
Proficiency in SQL or comparable data access language.* Proficiency
with one or more commercial troubleshooting and issue detection
tools such as Splunk, Kibana, AppDynamics, Dynatrace, etc.*
Proficiency in scripting tools such as PowerShell, Python, etc---
to automate tasks for issue detection and resolution.* Prior system
and network administration experience.* Ability to handle multiple
priorities and complex issues.* Experience with setting up and
managing virtualization environments.* Experience providing
training, mentoring, and documentation on software troubleshooting
techniques and tools.Required/Preferred Education and Experience:*
BS in relevant field (this degree requirement can be substituted by
equivalent work experience)* 5+ professional development or
advanced technical support experience required.* Mentor/lead
experience a plusBenefits: * Casual work environment.* Stocked
kitchens &--free daily organic fruit delivery,* On-site fitness
center, on-site caf-- and dry cleaning service.* 401(k), medical,
dental, vision, life, AD&D, flex spending accounts, STD/LTD and
tuition assistance.EEOC: We are committed to equal employment
opportunity without consideration of race, color, religion,
ethnicity, citizenship, political activity or affiliation, marital
status, age, national origin, ancestry, disability, veteran status,
sexual orientation, gender identity, gender expression, sex or
gender, or any other basis protected by law.
Keywords: DIVERSANT, LLC, Broomfield , Technical Support Engineer, Engineering , Broomfield, Colorado
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