Application Support Engineer

Sequoia Benefits San Mateo , CA 94401

Posted 1 week ago

The Application Support Engineer will provide Level 1 & 2 enterprise/technical support from our San Mateo office. This is a frontline role at Sequoia and will work closely with application users by troubleshooting software issues and helping achieve a quick resolution. In addition, the Application Support Engineer will work closely with Sequoia's Employee Advocates, Client Operation Managers, Engineering, and Data Analysts to ensure a smooth experience for Sequoia Mobile users with a consistent focus on customer satisfaction. Candidates must have strong customer service skills and a technical background.

What You Get To Do

  • Be the first point of contact for support queries from named contacts at client sites

  • Prioritize, investigate, diagnose, and resolve issues related to Sequoia Mobile services

  • Liaise with Sequoia Development and Product teams on issues that cannot be readily resolved at first contact

  • Read and interpret logs, and use log analyzers like Splunk, Cloudwatch, etc.

  • Identify recurring issues, perform root cause analysis, and provide suggestions to Engineering & Product teams.

  • Ensure that tickets are followed up on, kept up-to-date, and properly closed to ensure adherence with SLAs

  • Assist engineers with implementations of Sequoia Services by acting as a conduit to Development Operations

  • Assist in product testing and research

Qualifications

  • Exceptional ability to troubleshoot technical problems on iOS and Android platforms

  • Excellent interpersonal and customer care skills

  • Ability to deal with difficult callers and work calmly and professionally under pressure

  • Minimum of 1-2 years' relevant experience in customer services and/or technical support in one of the following fields: HR & employee benefits firm or vendor, technology, software, collaboration or unified communications technology

  • Logical approach to troubleshooting, including good analytical and problem-solving skills

  • Good record keeping abilities accurate and detail-oriented

  • Excellent written and verbal communication skills; ability to communicate effectively in English, both orally and in writing

  • Experience with helpdesk ticket/logging tools (JIRA experience beneficial)

  • Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base

  • Proactive and driven working style with the ability to adapt to change

  • Ability to thrive in a fast-paced environment

  • Ability to work effectively, efficiently, and independently

  • BS in computer science or a related field is preferred

Sequoia's Culture Our most important asset:

  • Integrity

  • Passion for service

  • Innovative

  • Growth oriented

  • Caring for others

  • Promise-centric

  • Focused on relationship building

Compensation & Benefits

Sequoia provides competitive compensation including base salary, performance based bonus programs, and comprehensive benefits package including 401(k) matching.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Technical Support Engineer I Duo Security

Cisco Systems, Inc.

Posted 6 days ago

VIEW JOBS 3/19/2019 12:00:00 AM 2019-06-17T00:00 Duo Security, now a part of Cisco, is the leading provider of Trusted Access security and multi-factor authentication delivered through the cloud. Duo's mission is to make security simple for everyone. We were born from a hacker ethos and a desire to make the Internet a secure place. We believe in empowering people to follow their passions inside and outside of the office and enable every employee to bring their whole self to work. Our team is our secret weapon. We run the spectrum from artists to analysts, low-key to high energy, and bring together a diversity of skill sets, experiences, and perspectives to solve what we consider to be the world's most pressing geopolitical challenge — transforming the security industry as we know it. Together we build solutions that are easy, effective, trustworthy, and enduring. And that's why we are the most loved and trusted company in security. What you'll do… * You'll be the face of support—and are key to our customer success and happiness. * You will ensure that issues are received, recorded and repaired or escalated in a rapid, efficient manner. * Along with your technical skills, you will work with various teammates at Duo to create long-lasting relationships with our customers and deliver experiences unique to our industry. * You'll help make Duo better not just for our customers, but for Duo as a whole. * Act as a primary support contact to identify, troubleshoot and resolve technical issues * Facilitate customer communication via phone, chat and email * Answer technical questions, then verify & resolve technical problems * Create transformational customer service experiences, creating more promoters and champions of Duo * Record & maintain accurate, timely details of issues and activity in a request tracking system * Contribute to customer-facing and internal documentation used for self-support * Help develop recommendations for product improvement based on support issues and customer feedback Skills you have… * At least 2-3 years experience in a customer-facing product support role * Fundamental or methodical problem solver * Strong network troubleshooting background * Understanding of principle web technologies [DNS, HTTP(s), etc.] * Windows OS administration experience [Active Directory] * Cross-platform OS knowledge [Linux, Mac OS X, Windows] * Cross-platform mobile device knowledge [iOS/Android/Windows Phone] * Proactive, energetic, concise, patient and customer-centric * Loves to translate "customer-speak" to "developer-speak" and vice-versa * Follows through. Takes the initiative to own issues until resolution * Unquenchable thirst for constant learning * Documents & shares knowledge to improve team performance and customer self-service * Multi-tasks and handles stress with ease, without getting flustered * Knows when to escalate an issue or ask for help * Welcomes & adapts to change in a swiftly paced workplace Nice to Have's * Bachelor's Degree [Computer Science, Information Systems or related] * Network security or information assurance background * Experience supporting a high-availability SaaS environment * Familiar with enterprise-level technologies [Cisco, Citrix, Juniper, VMware, etc.] * Previous experience with customer support or helpdesk issue tracking tools * Basic scripting skills [BASH, Python, etc.] * Back-end web development experience/troubleshooting is a plus * Certifications are cool, too! * Experience in retail or similar customer-facing roles Reasons why you should apply… * You care about contributing to an amazing work culture and environment * You are comfortable with the rapid, unpredictable nature of a tech startup * You prefer trying and failing to getting it perfect the first time * You are passionate about service & creating long-term customer relationships * You have impeccable communication - both verbal and written This job may not be for you if... * Working for a company in hyper growth, where change is a constant, isn't something you are ready to embrace * If you prefer to work on your own (we are a team that pushes each other and learns together) Duo is committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and Duo's achievement as well. In recruiting for our team, we welcome the unique contributions that all potential candidates can bring in terms of their education, opinions, culture, ethnicity, race, gender identity and expression, nationality, age, languages spoken, veteran's status, religion, disability, sexual orientation and beliefs. And if this role is exciting you, we encourage you to apply even if you don't meet all 100% of the description or qualifications. Finally and most importantly, we are a proud Equal Opportunity Employer. Cisco Systems, Inc. San Mateo CA

Application Support Engineer

Sequoia Benefits