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Customer Support Engineer

Virtual Req #534
Wednesday, April 20, 2022

The Customer Support Engineer's primary role will be to provide technical support and troubleshooting of our Scout platform. This will be a customer-facing role that will require attention to detail and the ability to respond to technical support issues, guide clients through Scout support and facilitate resolution of technical issues. In this role you will learn to troubleshoot and resolve client technical support issues.


Industry Knowledge, Technical Support, Instrumentation, Networking and Subject Matter Expertise:

  • Familiar with software development life cycle utilizing agile methods.

  • Coding experience or strong desire to learn.

  • Familiar with cloud technologies.

  • Familiar with testing web applications.

  • In-depth knowledge of technical support.


Duties/Responsibilities/Primary Function:

  • Manage all day-to-day technical support for the Scout platform.

  • Work with the client and internal organizations to resolve technical issues.

  • Responsible for timely communication to relevant stakeholders.

  • Troubleshoot and analyze using tools like Sumo-logic to identify technical issues.

  • Debug technical issues at various levels.

  • Meet the SLA for our CSE group.

  • Execute code scripts that fix customer technology issues.

  • Provides escalation support our engineering teams.

  • Author, edit and own technical support and integration documentation.

  • Become a subject matter expert on Scout product platforms.

  • Software production support including demo environment create and time sheet uploads.

  • Works with Engineering Leads (or Technical Support Leads) to address customer ticket escalations including bugs and enhancements.

  • Performs other related duties as assigned.


Required Skills/Abilities/Profile:

  • Ability to gain a solid understanding of the Scout product platforms.

  • A focused self-starter able to take initiative.

  • Someone who embraces stewardship.

  • Excellent verbal and written communication skills.

 

Physical Requirements: 

  • Prolonged periods of sitting at a desk and working on a computer of up to 8hrs per day.

  • Must be able to lift up to 15 pounds at times.
 
  The role is considered remote and can be supported from a number of locations that cover standard US working time zones. There will be cases where in person team meetings or attending conferences would be required.

 

About Aquent:

We are a global workforce solutions company that helps organizations find, grow, and support their most valuable resource - people. More than 30 years ago, we invented the creative and marketing staffing speciality. We continue to be the largest creative staffing firm in the world. By challenging conventional wisdom, we continuously innovate across talent, services, and technology within the creative space and beyond. 

 


Vitamin T/Aquent is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Other details

  • Pay Type Salary