Amplifire is currently seeking a Sr. Technical Support Engineer with an eye for bridging the gap between Application Support and Technical Services teams to provide advanced technical assistance while delivering an excellent customer experience.
This is a great opportunity for someone who is looking to highlight their technical expertise while working with Amplifire’s product platform and our client’s learning management systems. This position will advance your technical and communication skills while implementing quality solutions and helping Amplifire deliver excellence.
Our goal is to hire energetic, bright, and cooperative people who are a joy to work with and love working with others. Candidates for this position should be able to work alongside their technical counterparts, business leaders, and existing and new clients. This position is remote with Amplifire being headquartered in Boulder, CO. Therefore, if you feel you are creative, tech-savvy, dedicated, and can work hard to play harder, then let’s talk!
Job Summary:
As an Sr. Technical Support Engineer, your primary responsibility will be to identify, resolve, and document technical issues through debugging, research, and investigation. Provide Sr. level support for our internal and external clients.
Work closely with business, Engineering, Infrastructure/DevOps, and Security teams on activities related to supporting Amplifire’s service offerings
Track and maintain support issues, requests, and defects through our Service Desk ticketing system by being responsible for providing Sr. level Technical Support to both internal and external clients.
From day to day - identify, troubleshoot, triage, escalate, and resolve technical issues or concerns within Amplifire’s SaaS Application; Log complex customer issues and bridge the gap/escalate as appropriate to Tier 3.
Develop and maintain technical documentation, knowledge articles, and process documentation.
Create and Maintain custom reports and metrics
You’ll utilize internal tools, APIs, SQL, Log Analytics, DevTools, and Sr. level scripting to complete support issues and requests.
Support the release management team with the understanding of the overall release management processes.
Responsibilities
- Provide front line Sr. technical support while delivering exceptional communication to internal and external clients.
- Identify and mitigate risks to the service delivery and proactively address and resolve issues before they impact service levels
- Maintains full ownership of a service ticket issue or request through its lifecycle, ensuring frequent updates and communication to the ticket owner(s) and internal clients.
- Evaluate and fulfill service issues or requests in accordance with established guidelines and organizational SLAs.
- Utilize technical skills, historical records, interrelnal knowledgebase, and tools to analyze and diagnose client issues.
- Perform analysis and triage of technology issues including data collection, and (if required) escalation to Tier 3 or other support teams.
- Collaborates with business and technical specialists to effectively work, manage, and resolve client issues or requests.
- Develops, updates, and maintains technical documentation to help ensure that support can be efficiently performed, and the impact of future requests can be assessed.
- Own, maintain, and develop custom reports for client metrics
- Technical project management experience – managing technical projects from end to end.
- Attend release management planning meetings and provide support during scheduled release deployments.
- Provides out-of-hours support when appropriate.
Skills & Requirements
- Excellent customer service skills (Ability to communicate with both technical and non-technical individuals)
- Experience in an Sr. application support or a Sr. technical role
- Experience with Learning Management Systems (e.g., Canvas, Blackboard, Cornerstone, SAP, etc.)
- Advanced experience of API’s and standards (REST, SOAP, OAuth)
- Sr. level expertise in searching, troubleshooting, and identifying user, client, and integration issues utilizing log analytics.
- Modern advanced proficiency in adhoc SQL query creation, query optimization, data analysis, and reporting.
- Custom reports - utilizing HTML, JavaScript, JQuery, and PHP to optimize operational efficiency and decision-making processes
- Dashboard creation utilizing service system reporting and dashboarding functionality
- Ability to troubleshoot difficult technical issues with ease and complexity
- Solid analytical, critical thinking skills
- Utilize Jenkins open-source automation software for release deployments
- Knowledge of trends and developments in LMS technology, Browsers, data security/privacy