Technical Support Engineer

Nor1 Inc Santa Clara , CA 95051

Posted 3 weeks ago

Technical Support Engineer

Santa Clara, California

We are looking for a self-motivated Technical Support Engineer, who can be an influential member of the Technology team. By engaging customers directly, using your technical chops, and coordinating with other stakeholders you will discover and design ways to integrate customers faster and use the Nor1 platform to its fullest potential. Integrations, new product roll-outs, and legacy product sunsetting can be challenging. You will own these and other critical issues as they surface. In fact, you'll implement tools that seek them out and ensure maximum customer success.

Primary Responsibilities

  • Provide post B2B sales technical support, implementations, and troubleshooting to customers via phone, web, and email.

  • Research and identify solutions to software, network, and hardware issues.

  • Use fault isolation, issue reproducibility, and root cause analysis skills to diagnose and solve complicated technical issues.

  • Manage support cases and ensure all cases are tracked, resolved in a timely manner, and effectively communicated to the customer and respective Nor1 teams.

  • Publish technical support findings and update user documentation to the Nor1 knowledge base.

  • Develop tools, monitoring, and procedures to reduce Mean Time to Repair.

  • Provide on-call support 24x7 on an as needed basis.

  • Contribute to DevOps projects: monitoring, escalations, and reliability of Nor1's software stack.

  • Travel may be required to customer sites in the event of a critical situation to expedite resolution.

Capabilities

  • BS degree in Information Technology, Computer Science or relevant field.

  • Knowledge of Python and MySQL.

  • Experience with Windows and Linux environments.

  • Familiarity of security and cryptography protocols (IPSEC, SSL-VPN, TLS, SHA).

  • Familiarity of networking and Internet protocols (HTTPS, SFTP, DNS, NAT, proxy server, iptables, et al).

  • Understanding of identity management, authorization, and authentication methodologies.

  • Must be willing to work flexible hours in support of Nor1's global customers.

Nor1 Technology Stack

  • MongoDB, MySQL, Redshift, Redis

  • NginX, Route53, Apache, ELB

  • Mix of AWS cloud services and Softlayer (bare metal servers)

  • Python (main), PHP, Javascript, NodeJS

  • OpsGenie, Jira, Confluence, Nagios, Pingdom, ELK stack, Docker

Nor1 Commitment

Nor1 delivers industry leading upsell products and solutions all built on a core platform that combines a machine learning based decision engine with an optimized operational process. This enables hotels to enhance the guest stay and generate greater revenue throughout the entire reservation life cycle.

The combination of hospitality experience, historical data intelligence and well designed, sophisticated algorithms ensure that hotel companies, utilizing the Nor1 platform, are able to price, present and sort offers to maximize conversion and profitability.

With over 4,000 installs representing more than 1,000,000 rooms worldwide, Nor1 has developed new and innovative enterprise scaled products and consultative services. These products and services provide hotel companies with extraordinary opportunities to take control of their guest engagement and revenue destiny.


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

Servicenow

Posted 2 days ago

VIEW JOBS 9/13/2019 12:00:00 AM 2019-12-12T00:00 Job Title: Technical Support Engineer Location: Santa Clara, California ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better. What you get to do in this role: We are looking for a software/cloud engineer with a passion for excellence. The Technical Support Engineer will be responsible for managing and resolving issues for ServiceNow partners and customers. This includes developing subject matter expertise within the customer support department and collaborating with other team members in the various technologies. The successful candidate will be able to quickly gain an understanding of the ServiceNow platform and applications. This is a customer-facing role in a very collaborative environment and therefore requires strong interpersonal skills. In order to be successful in this role, we need someone who has: * Demonstrated ability to troubleshoot technical issues. * Working knowledge of the components in a web applications stack. * Ability to read/program/understand JavaScript. * Experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML. * Proficiency with programming using Object-Oriented (Java or C++) languages * Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems. * Ability to work with high-value customer administrators and developers. * Excellent time management skills. * Ability to read and write basic to intermediate database SQL queries * Logical and technical troubleshooting skills Preferred Skills: * Experience with enterprise software application support * Understanding of SQL and database concepts * A fundamental understanding of IT Service Management or business processes such as Human Resources, Project Management, Security or Customer Relationship Management. Experience: The ideal candidate is a college graduate with a Computer Science Master's degree or equivalent and has some support or development experience. Strong interpersonal communication skills in both written and verbal English are essential. This role requires working schedules which could include weekends, holidays, and non-standard business hours, and involves full-time in-office collaboration. Opportunity: Those we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of customers globally. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow. We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented engineers in the business. Servicenow Santa Clara CA

Technical Support Engineer

Nor1 Inc