Technical Support Engineer II
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Job Description
Technical Support Engineer II providing complex issue ownership and problem-solving for educational technology solutions. Collaborating with customers and internal teams to ensure an exceptional experience.
Responsibilities:
- Provide solutions to more complex technical problems that go beyond routine troubleshooting
- Research, diagnose, troubleshoot, and identify solutions to resolve system issues
- Escalate unresolved issues with detailed analysis to the appropriate internal support team resources
- Maintain regular communication with customers to keep them informed of the status and progress of their case
- Maintain detailed documentation of all issues and resolutions in case notes
- Participate in on-call rotations, providing support for critical issues outside of standard business hours
- Actively engage in learning new technologies and product updates
Requirements:
- 3-5 years in customer-facing technical support environment
- Advanced knowledge and application of systems/products support along with client server architecture, SQL
- Enhanced troubleshooting with networking tools like Wireshark
- Familiarity with multiple database systems
- Excellent communication skills with the ability to document and share knowledge
- Advanced problem-solving skills with the ability to handle escalated issues
- Ability to methodically manage time and plan tasks with precision
- Demonstrates advanced strategic prioritization of actions
- Exhibits adaptability by integrating innovation strategies to enhance efficiency and productivity
Benefits:
- Employer paid Life Insurance / AD&D / Short-Term
- Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
- Access to FSA Plans & Commuter Benefit Plans
- 401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay
- Access to the Roper Employee Stock Purchase Plan
- Paid Parental Leave Program
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