Senior Support Engineer (PST or HST Applicants Only)

Description

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All job emails will come from pinpointhq.com , our ATS.

Must work HI standard time or 2nd shift HI standard time (12-8. 2-11)

We are looking for a highly skilled Level 3 Senior Support Engineer with substantial technology experience to join our managed services provider team. This is a 100% remote position with multiple shifts available, offering flexibility and the opportunity to work from anywhere.

Key Responsibilities

• Customer Support : Provide expert-level support to clients via phone, email, and ticketing system, ensuring all interactions are documented and tracked through the final resolution.
• Professional Services Automation : Utilize ticketing systems to manage and document customer interactions, compliance with SLAs, and track service time.
• Field Work / Onsite : Participate in client projects and onboarding, which may require travel and hands-on fieldwork such as server installations.
• On Call Support : Participate in weekend and holiday on-call rotations, providing support outside of regular hours as needed.
• Technical Leadership : Resolve most issues independently without escalation, provide guidance and mentorship to junior team members, and ensure proper escalation of higher-level issues.
• Adherence to Policies : Follow company-specific policies and procedures as outlined in the employee and technician handbooks.

Skills, Knowledge and Expertise

Working Conditions

We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.