Technical Support Engineer

Total Expert Minneapolis , MN 55401

Posted 4 weeks ago

Technical Support Engineer

We are looking for a Technical Support Engineer. This role will involve skill sets in managing customer tickets, your ticket queue, and client escalations. In addition, you will be looking at database tables, combing through log files, and understanding of how software works to become highly efficient at making our customers successful. We need people who are self-motivated, have a strong desire to learn, a can-do attitude, tenacity to solve problems, team players, and results focused. We have an unwavering zeal to make our Customers Successful.

Core Values:

  • Obsessive and unwavering commitment to making customers successful.

  • Relentless focus on delivering results through innovation and a bias for action.

  • Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.


  • Answering 'how to' technical and application configuration questions.

  • Assisting in trouble shooting 2nd level technical issues.

  • Triaging defects in the Total Expert platform as well as 3rd party integrations.

  • Generating custom reports for various business units.

  • Performing database updates at the request of clients and internal teams.

  • Work with other business units, including Implementation, Product, Engineering, and Customer Success, as required to ensure strong customer satisfaction.

  • Business event monitoring of customer production environments.

  • Manage customer expectations and experience in a way that results in high customers satisfaction.

  • Creating of knowledge articles in Total Expert's knowledge base for the use by customers.


  • Able to maintain close feedback loop with client regarding their tickets and requests

  • Must be a fast learner, self-motivated, and able to work in a fast-paced, start-up environment.

  • Strong personal commitment to quality service.

  • Technical background in Linux, Unix and other OS's.

  • Experience with SQL and Bash is required.

  • Experience with PHP and Python desired.

  • Excellent project management, written, and verbal communication skills.

  • Ability to listen to customer feedback, requests, issues and translate as appropriately to others in the company.

  • Ability to clearly articulate solutions to complex technical problems.

  • 2-3 years of experience working directly with external customers in a technical support environment for an enterprise software or SAAS company.

  • Bachelor of Science degree in Computer Science, Information Technology or related field.

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

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

Code 42

Posted 1 week ago

VIEW JOBS 4/16/2019 12:00:00 AM 2019-07-15T00:00 As a leading provider of global information security solutions, Code42 secures the ideas of more than 50,000 organizations worldwide, including the most recognized brands in business and education. Because Code42 collects and indexes every version of every file, the company offers security, legal and IT teams total visibility and recovery of data wherever it lives and moves. Founded in 2001, the company is headquartered in Minneapolis, Minnesota, with offices in London, Munich, Denver and Washington, D.C. We are proud to be funded by Accel Partners, JMI Equity, NEA and Split Rock Partners. Code42 is committed to providing all employees with engaging and challenging work, opportunity for growth, an equal voice to drive innovation, and an environment that cultivates authenticity. In return, we look for people who are inquisitive, enjoy solving complex problems, collaborate effectively, think creatively and provide diverse insights to help us all think better and differently. Come join us and #BeCode42. WHAT YOU'LL BE DOING: Working as part of a focused team, you will be managing chat, email and phone calls in a high volume environment. You will be doing a lot of writing, too. Clear, step-by-step, instructions with tact and discretion. You will also be working to streamline internal processes while dealing with an ever-increasing workload as Code 42's growth explodes. YOU'LL BE RESPONSIBLE FOR: * Taking ownership of reported customer issues and seeing problems through to resolution * Facilitating customer communication, education and retention * Collaborating with your team on issues and their solutions * Performing thorough analysis of varied log and system files related to Code42 products * Recreating, tracking, and verifying software defects reported by customers in the field or under lab conditions * Utilizing remote secure access technologies to diagnose and resolve customer issues * Reviewing manuals, release notes, and patch documentation for possible issue resolution * Staying on the cusp of the latest and greatest technologies as well as changes in Code42 products and processes * Meeting service level agreements and ensuring proper documentation of all issues SKILLS AND REQUIREMENTS: * Education & Experience: Bachelor's degree preferably in a technical field and one to three years of relevant work experience, or equivalent combined experience * The ability to make decisions on your own, and consult with team leaders as needed * Fluent in the following: Windows, Mac and Linux operating systems * Excellent problem-solving skills * Understanding of the technical fundamentals of the Internet and server administration, such as: SSH, HTTPS, SSL/TLS, TCP/IP, traceroute, and ping * Strong writing skills and good telephone etiquette * Record of consistently offering superior levels of customer service * Strong command line Linux skills. You should have setup and run your own Linux servers before. * Ability to communicate with high technical knowledge and efficiency Preferred: * Knowledge of security software or previous experience at a security organization * Some scripting experience (e.g. Bash, PowerShell, Python, JavaScript) * Strong knowledge of database technologies * General knowledge of varied operating system and application deployment methodologies such as virtualization, containers, PaaS/Infrastructure as Code STANDARD COMPETENCIES: * Cultivates Innovation * Collaborates * Values Differences * Instills Trust * Customer Focus Code 42 Minneapolis MN

Technical Support Engineer

Total Expert