Senior Technical Support Engineer Job Description
Senior technical support engineer
provides troubleshooting, configuration, and administration services involving web server configuration, domain name service updates, content distribution network configuration, load balancing configuration and management, and Google Search Appliance administration.
Senior Technical Support Engineer Duties & Responsibilities
To write an effective senior technical support engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included senior technical support engineer job description templates that you can modify and use.
Sample responsibilities for this position include:
Remains knowledgeable of, and experienced with using complex operating systems on workstations and servers, local networks, wiring schemes, wide area networks, LAN/WAN connectivity, and data communications protocols
Run frequent meetings with your own accounts, ie
Train field specialists and customer instructors
Maintain accurate and timely record keeping within a learning management system (LMS) for all personal training any training delivered
Follows progress of request
Ensure that Technical Support Services calls and enquires are answered in a timely, efficient and knowledgeable manner
Communicates with customers, resolving complaints, problems, , insuring the service quality of the Technical Support Services Team
Plan and make visits to assigned System Integrators, Distributors and End-Users, as directed by the Manager, Technical Support Services EMEA
Travel to install and commission products at customer’s sites
Work closely with the projects and sales teams to ensure smooth delivery of systems
Senior Technical Support Engineer Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Senior Technical Support Engineer
List any licenses or certifications required by the position: VCP, RHCE, CCNA, ITIL, MCSA, ACSP, SSL, MCSE, CLED, CTA
Education for Senior Technical Support Engineer
Typically a job would require a certain level of education.
Employers hiring for the senior technical support engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Engineering, Technical, Science, Management Information Systems, Chemistry, Math, Physics, Electrical Engineering, Education
Skills for Senior Technical Support Engineer
Desired skills for senior technical support engineer include:
Components in a web applications stack
Database configuration
Networks
Server configuration
Accounts Receivable
ERP Financial Solutions will be considered
Fusion
J2EE and EJB
SQL tuning and so on
Web Server optimization load balancing hardware
Desired experience for senior technical support engineer includes:
Relevant product administration experience, installation methods, networking, firewall, security, clustering, web servers, or databases
Demonstrated customer service experience or prior technical support experience
BA or BS in accredited 4 year university (written and spoken English is required)
6-8 years of technical sales, technical support, QA or system integration experience
Experience with ad serving platforms (display/rich media/mobile/video) is highly preferred
2+ years of hands-on experience with flash (as2/as3), Flex, Actionscript, JavaScript, Charles, HTML, HTTP will be a big plus
Senior Technical Support Engineer Examples
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Senior Technical Support Engineer Job Description
Job Description Example
Our company is growing rapidly and is looking for a senior technical support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for senior technical support engineer
- Advise on all technical aspects of systems and be credible to colleagues, partners and customers
- Consult with customers and partners to advise them on best solutions
- Build strong relationships with technical staff in our nominated accounts
- Be prepared to travel
- Be required to work flexibly
- Incident handling – restoring the disruption in service as quickly as possible
- Regular and timely follow ups with customers with recommendations, workarounds, updates, and action plans
- Leverage internal technical expertise, including, but not limited to peers, mentors, product documentation, knowledge base, community forums, and other internal tools to provide the most effective solution to customer issues
- Deliver Transfer of Information (TOI’s) Sessions (leveraging larger team if needed) to customers and/or internal team members
- Conduct weekly, semimonthly, or monthly meetings with customers for case reviews to identify issue trends and opportunities for corrective actions
Qualifications for senior technical support engineer
- Self-motivating and self-starter that can think outside the box
- Application of QA concepts and best practices with the capability and willingness to mentor junior Technical Support Engineers
- Capable of sustained reporting and working collaboratively with team members, internal management, and customer’s
- Experience with Internet servers such as DNS, Mail, Web, FTP
- 2+ years experience working with Tenable products specifically
- 1+ years previous experience in network administration, Linux/Unix and Windows administration, patch deployment and system configuration
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Senior Technical Support Engineer Job Description
Job Description Example
Our company is looking to fill the role of senior technical support engineer. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for senior technical support engineer
- Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at EMC customer sites
- Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at customer sites
- May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Technical Support co-workers as appropriate
- Individuals will be responsible for responding to new customer support cases via phone email and chat
- Use their skills to troubleshoot and accurately document customer issues
- Providing regular communication to the customer in a timely and professional manner
- Assist colleagues in the team with mentoring and training
- Assume ownership of customer issues and aim to resolve issues effectively, escalating cases Level 3 or product champions where necessary
- Assist in the testing of new product builds and releases
- Solve basic common user problems in real time, including software functionality problems and questions
Qualifications for senior technical support engineer
- Basic understanding Windows Active Directory
- Familiarity with CCD and/or Digital camera technologies for tuning and improving video image quality
- Strong computer skills, including MS Excel, Outlook, Windows Operating Systems
- Work experience in a Technical domain
- Senior Technical Support Specialist will spend significant time with customers, so a great deal of “on-the-road” travelling will be necessary on a weekly basis
- Typically qualified to HNC / HND level in electronics or another relevant subject, but may be qualified by experience
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Senior Technical Support Engineer Job Description
Job Description Example
Our innovative and growing company is looking for a senior technical support engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for senior technical support engineer
- Collaborate internally to ensure the product roadmap meets customers’ priorities
- Advanced troubleshooting of customer issues and be accountable for providing customers with timely resolution and feedback
- As you gain in experience mentor new team members
- When requested perform customer on-site visits
- Work closely with Engineering to ensure issues are accurately diagnosed and replicated
- Debug Software and Hardware issues and provide solutions to the customer
- Report, escalate, and manage resolution of customer’s problems
- Manage account and ensure any product updates/new releases are matched to the customer's business case and strategy
- Site visits and conference calls with customers and partners required
- Be able to work comfortably in a fast paced environment
Qualifications for senior technical support engineer
- Responding to customer's operational queries
- Implementation of software updates
- Candidate should have strong SQL skills and ability to understand complex SQL statements
- Outstanding problem solving skills with good technical knowledge of storage systems and TCP/IP
- A strong capacity and desire to develop customer service and communication skills
- The ability to manage multiple urgent issues in parallel
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Senior Technical Support Engineer Job Description
Job Description Example
Our company is hiring for a senior technical support engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for senior technical support engineer
- Connectivity problems
- Network issues
- Printer problems
- File system problems
- Disk Space and disk drive issues
- Problems with reports
- Basic database maintenance
- Database validation
- Downloading and analyzing of server and cabinet log files
- Execution of scripts and other engineering tools to resolve issues
Qualifications for senior technical support engineer
- MCSA/MSCE certificate is a plus
- Ability to grasp fundamentals quickly and instruct others in their use
- A bachelor's degree in computer science, computer information systems or related experience
- Experience using tools like WebEx, VI Knowledge & Experience with backups technologies a plus
- Microsoft Operating Systems/Hyper V o Microsoft Applications (MSSQL, Exchange)
- VMWare (vCenter, vSphere)
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Senior Technical Support Engineer Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of senior technical support engineer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior technical support engineer
- Mentoring of tier I engineers
- Computer hardware and software systems
- File system structure and logs
- Registry editor
- HIPAA requirements
- All actions taken during the course of resolving a ticket
- All interactions with customers (internal and external)
- Any incident in violation of HIPAA restrictions
- Contribute to dept
- Authorizing server replacement depending on problem severity, customer urgency, and cost impact
Qualifications for senior technical support engineer
- The ability to present to senior management and executives
- Experience in Java, SQL, and other modern programming languages
- Experience or Exposure to installing, configuring and administering Web-based applications, Relational Databases, Open-Source Projects (such as Apache Web-Server, Apache Tomcat, OpenDS), and CAD Applications
- Able to produce audience-appropriate technical communications with executives, support personnel, and the customer
- Can quickly adapt to new web technologies along with advancements such as OS and mobile computing
- Highly Proficient in Microsoft and Linux Operating Systems, comfortable working at CLI and having Administration experience