Sr. Technical Support Engineer 3 Locations


Job title: Sr. Technical Support Engineer 3 Locations

Company: LiveVox

Job description: Description

About LiveVox:

LiveVox has been a change-maker in the contact center space since 2000, providing a cost-effective path to voice and digital engagement, while significantly simplifying integration paths within our customers’ environments. Our true omnichannel solution provides a flexible data platform that layers in communication channels to multiply reach to consumers, maximizing every touchpoint, and enabling tailored communications with simplified connectivity to existing systems of record or CRMs. With all conversations, data stores and interactions in one place, LiveVox delivers a comprehensive view of the customer in a single ‘pane of glass’ empowering LiveVox clients to deliver the best experience to their customers. Moreover, our Workforce Optimization component derives actionable insights and identifies training opportunities, enabling call center associates to work effectively from anywhere and to continually improve. Growing an average of 25% CAGR YoY, LiveVox is adding new positions across all department in the company in the US, Colombia and India

WHAT YOU’LL BE DOING:

The Tier 4 Technical Support Engineer is part of the Tech-Support team, and whose primary charter and focus is to support Tier 4 issues and escalations from the Tier 1 Customer Support Representatives. The candidate should be a person who takes a proactive stance with issues and addresses them before they become a problem for the customer, while simultaneously handling reactive support cases in a fast-paced environment where escalations sometimes require immediate attention. The incumbent should also seek new ways to resolve issues and to address them at the root cause such that, they don’t occur again. This position requires active collaboration with the Tier 1 and Tier 2 team members and reports directly to the Tier 2 Manager.

WHAT YOU’LL BE RESPONSIBLE FOR:

  • Quickly address high priority/time sensitive issues
  • Collaborating effectively across a wide range of customer facing and non-customer facing technical teams.
  • Setup test cases and test scenarios using data supplied by Tier 1 regarding an issue in attempt to reproduce the client problems to clearly identify the cause
  • Meet weekly to discuss technical challenges and seek new ways to resolve issues at their root such that they don’t reoccur
  • Retain advanced knowledge in the LiveVox service operations and be able to analyze logs, database fields, configurations, and more in order to better troubleshoot
  • Track all changes made to the LiveVox service to help identify potential causes to a problem
  • Utilize and construct new tools and scripts to help fix problems, trend, or monitor the systems
  • Query databases, analyze configurations, search logs, and make challenging technical decisions
  • Perform configuration changes when required to restore service for a client and understand the consequences of potential changes
  • Escalate to the appropriate engineering team when an issue is identified that requires code changes
  • Generate and publish “how to” documentation to the knowledge base when troubleshooting a new issue type
  • Monitor the status of client campaigns and act in a proactive fashion to address potential issues before they reach the client
  • Monitor LiveVox service activity on a service component basis to proactively identify potential failures and fix the issue prior to client support calls being placed. Watch alerts generated by internal monitoring systems and respond to those by diagnosing them, establishing a mitigation plan and resolving the issue
  • Guide, mentor, and train Tier 1 customer support representatives in resolving problems that require general knowledge

WHAT YOU BRING:

  • Ideally you hold a Bachelor’s Degree or equivalent experience
  • You bring at least 5+ years experience in a highly technical support environment
  • General Linux knowledge: ssh, grep, awk, symlinks, scp, tail, head.
  • General programming knowledge (preferred: bash scripting, perl, php, java
  • Proficient SQL skills (Oracle and MySQL) to query production databases. SQL Certification Preferred.
  • The successful candidate should have worked in support/engineering organizations for a software-as-a-service or ASP-based company
  • Person in this position is expected to be a self-starter, is resourceful and possess a strong customer service attitude
  • Strong Communication Skills (Phone and Email)
  • Aptitude to learn quickly and effectively
  • Sharp attention to detail and excellent organizational skills
  • Ability to address and resolve time sensitive issues and meet work deadlines
  • Ability to multitask and work under dynamic conditions and constraints
  • Advanced understanding of the LiveVox Platform components preferred but not required.

WHY LIVEVOX

LiveVox is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know. We’re always looking to bring smart, talented people with diverse backgrounds, interests and experiences to join our team.

Expected salary:

Location: Denver, CO – Georgia

Job date: Fri, 24 Sep 2021 23:48:15 GMT

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