Advanced Technical Support Engineer

Job Description

Job Description

Advanced Technical Support Engineers are part of the Advanced Technical Support team and help provide exceptional customer experiences by providing turn-key solutions to service incidents across Hotwire’s product portfolio. TSEs field a wide variety of inbound requests from various sources. While owning the incidents from identification through resolution, the TSEs will utilize their technical, critical thinking, and communication skills to restore services, build customer relationships, and keep an eye on how to improve processes along the way. To be successful in this role, a candidate must have a strong customer focused attitude, a broad understanding of internet-based services and technologies, and excellent troubleshooting skills.

RESPONSIBILITIES :

• Provide exceptional technical support to our customers, addressing their queries and troubleshooting issues promptly and professionally.
• Troubleshoot all incidents and escalate to higher levels as needed.
• Monitor production network environment using a combination of monitoring tools to ensure availability.
• Coordinate onsite dispatch of Telecommunication technicians to repair services
• Respond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain the level and criticality of the problem.
• Discover faults and conditions in a proactive manner and diagnose causes where appropriate and resolve expeditiously.
• Escalate issues and problems according to procedures and best judgment.
• Perform periodic health checks of systems.
• Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve.
• Diagnose problems and resolve them in an expeditious manner.
• Work with Engineers to resolve production problems.
• Write thorough trouble ticket notes on production incidents and problems.
• May write or revise system documentation and procedures.
• May be required to travel (10% for training and other functions)

MINIMUM QUALIFICATIONS :

PREFERRED QUALIFICATIONS

BENEFITS :

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including :

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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