Technical Support Engineer

Company: DIVERSANT, LLC
Location: Broomfield
Posted on: February 17, 2021

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