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<h3>Job Description</h3>
Technical Support Engineer - SaaS​
About Us:
ShipperHQ is headquartered in Austin, TX making a big impact in the e-commerce shipping space. Founded in 2009, we are a premier supplier of shipping software for e-commerce sites, selling to both SMB and Enterprise customers. We have 50+ team members spread across the US, UK, Canada, India and Australia. 30+ members are based in Austin, TX. We are seeking an ambitious and self-motivated individual with a positive attitude and a strong collaborative mindset.
What You’ll Do:
As a Technical Support Engineer, you'll play a crucial role in assisting customers with technical issues and inquiries regarding our product. You'll leverage your expertise to troubleshoot problems, provide solutions, and ensure a seamless experience for our users, ultimately contributing to customer satisfaction and retention.
Your Impact:
<ul>
<li>
Provide live phone, email, and chat support for clients, users, and partners using our technology
</li>
<li>
Responding to customer inquiries in a timely and professional manner
</li>
<li>
Keeping client information up to date and organized in our CRM
</li>
<li>
Diagnosing and resolving technical support issues
</li>
<li>
Troubleshooting &amp; escalating deeper technical support issues after the initial investigation
</li>
<li>
Improving processes &amp; documentation to reduce the support burden
</li>
</ul>
What We’re Looking For:
<ul>
<li>
Experience: You have 2+ years of experience as a Support Engineer or Customer Support role. You have the proven ability to work to very high standards of quality consistently while ensuring tasks &amp; customer requests are handled promptly.
</li>
<li>
Tech-Savvy: You’re able to quickly develop a deep understanding of the way our shipping software works, so you can provide consultancy services of a very high standard to our customers. A good understanding of software development principles and systems is a plus.
</li>
<li>
Personality traits: You’re comfortable working in a dynamic and challenging command-line environment with a steep learning curve. The ability to read and understand code in various languages is a plus.
</li>
<li>
Attitude: You're adept at navigating ambiguity and excelling in dynamic, rapidly growing organizations. You approach challenges with a positive attitude and take initiative to find solutions.
</li>
</ul>
Why ShipperHQ?
This is a highly fast-paced environment where no two days will look alike. For the right candidate, with the right attitude, there are fantastic opportunities for career progression. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in 3 years at other companies because of our collaborative learning culture that fosters continuous growth and innovation.
Benefits and Perks:
<ul>
<li>
Collaborate with a motivated team, directly tying your results to organizational success
</li>
<li>
Enjoy 22 days of PTO plus public holidays
</li>
<li>
Benefit from 401k Match
</li>
<li>
Medical, Dental, and Vision Insurance
</li>
<li>
Maternity and Paternity Leave
</li>
</ul>
Logistics:
<ul>
<li>
This is a full-time position working out of our Austin, TX office 2 days a week
</li>
<li>
Compensation is based on experience
</li>
</ul>
At ShipperHQ, we’re proud to be a team that’s as diverse as the merchants we serve. As a member of the e-commerce community, we take responsibility to empower shops large and small to grow and thrive through the power of technology to heart. With honesty, responsiveness, and innovation at the center of all we do, we remain committed to hiring the right people for the job, regardless of race, background, religion, or eccentricity.
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Technical Support Engineer

<h3>Job Description</h3>
MW Partners is currently seeking a Technical Support Engineer to work for our client who is a global leader in multimedia and creativity software products.
Responsibilities and duties:
<ul>
<li>Become an authority in Marketo Engage technology and apply it to our customers' business processes</li>
<li>Meet case management Service Level and Customer Satisfaction targets</li>
<li>Communicate clearly and accurately with customers on a variety of complex situations, while being passionate about the customer's success</li>
<li>Ensure timely and complete resolution of technical challenges and business issues; collaborate with internal teams as the need arises and align customer expectations</li>
<li>Establish relationships with Product Management, Education, Engineering, Operations, and Professional Services to drive end to-end success</li>
<li>Share standard methodologies with team members; inspiring change and efficiency by chipping in to help maintain the knowledge base</li>
<li>Serve as a domain expert (SME), in specific functional and technical areas of the Marketo technology.</li>
</ul>
Requirements:
<ul>
<li>Relevant BA/BS degree in a related field or 2 years of progressive experience in diagnosing and resolving technical problems in a sophisticated software environment.</li>
<li>Experience providing direct support to external customers by phone, electronically, and face-to-face</li>
<li>Demonstrated experience supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications</li>
<li>Exceptional organizational skills: ability to prioritize, manage, and complete tasks multi-functionally</li>
<li>Superb communication skills (presentation, written, and verbal). Able to communicate effectively with all levels of professional staff.</li>
<li>The ability to navigate complicated situations in a professional manner</li>
<li>Experience in one or more of the following additional areas a plus: Database technology (SQL, MySQL); Web technology (HTML, JavaScript, CSS, XML, PHP); CRM technology (Microsoft Dynamics, Salesforce)</li>
<li>Familiarity with SaaS solutions a plus </li>
</ul>
For a confidential discussion or to find out more, contact Nitin Kuntiya on (909) 206-2199 or apply now.

<h3>Job Description</h3>
Technical Support Engineer
A LITTLE ABOUT US: CADimensions, Inc. strives to be the premier provider of innovative tools and solutions for the Engineering and Manufacturing community. CADimensions likes to do business and build relationships with the value of CADLIFE in mind. Our CADLIFE culture guides each Employee to provide a best-in-class Customer experience. We are Dedicated to the success of our team and those they serve. This commitment compels us to always act with Integrity and make sure we bring our best Attitude to every interaction. We are Loyal to our employees and customers as we create the world of tomorrow together as Family every step of the way. 
Summary
This is a remote, full-time position. Reporting to the Technical Support Manager, you will be responsible for, resolve incoming support requests from clients, by providing comprehensive and timely solutions to questions/issues. Our normal hours of service are 8:00am to 5:00pm EST. 
In this role, you should expect to: 
<ul>
<li>Answer technical support calls, chats, and emails regarding the SOLIDWORKS product portfolio</li>
<li>Provide best practices recommendations based on customer needs</li>
<li>Prioritize and schedule support tickets to ensure a timely response</li>
<li>Be a thorough, detail oriented, quick-on-their-feet, outside-of-the-box thinkers who will act as the customer’s partner</li>
<li>Partake in knowledge sharing activities, publishing technical marketing videos, supplying technical presentations, and reviewing documentation</li>
<li>Obtain relevant certifications in the SOLIDWORKS and 3DExperience portfolio of products</li>
</ul>
Why do you fit in at CADimensions? Because you have: 
<ul>
<li>3-4 years of full time 3D CAD experience</li>
<li>Strong independent troubleshooting and problem resolution skills</li>
<li>You enjoy being challenged to find solutions to a problem</li>
<li>Understanding of Microsoft Windows, PC hardware, and basic computer functionality</li>
<li>Exceptional communication, organization, and follow-up skills</li>
<li>Friendly, helpful attitude toward customer success</li>
</ul>
Bonus points if you have:
<ul>
<li>Associate’s or Bachelor’s Degree in Mechanical Engineering/Technology or related time in the field. </li>
<li>Knowledge of SOLIDWORKS family of products</li>
<li>Experience with other CAD platforms such as Fusion 360 or Onshape</li>
</ul>
Benefits: 
CADimensions, Inc. offers competitive wages and a total benefits package that includes company paid medical insurance options, optional dental and vision, 401k matching, paid time off and work from home flexibility

Salary Range - 40,000-55,000 annually

<h3>Job Description</h3>
Salary: 
The Technical Support Engineer II/Remote Systems Analyst 2 with MBS Secure Division works as a member of a Reactive Service Delivery Team to provide support services to clients. The position is highly client-facing via phone, email, and remote assistance tools, and as such requires outstanding communication and client service skills. The remote technician resolves workstation, server and network problem tickets, performs assigned project duties, and escalates to the Director of Operations as needed. This role regularly works on tasks that are varied and complex. 

This role entails overseeing queue management and ticket flow within the MBS Secure Division Reactive Services Department. The incumbent will play a crucial role in directing the workflow of reactive services technicians to promptly and proficiently handle incoming requests. Additionally, the position serves as a key contact point for account management and technical support escalations, ensuring the efficient management of client expectations during escalations. Moreover, this role acts as the primary point of contact for technical support issues that fall outside the scope of level two engineers.

Applies full range of specialized skills and job knowledge; frequently adapts procedures, techniques, tools, materials, and/or equipment to meet specialized needs; serves as team lead; performs broad and/or focused assignments under general supervision; originality and ingenuity are often required to help establish procedures in functional area; relies on experience and judgment to plan and accomplish assigned tasks. 

Reactive Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.
Essential Duties &amp; Responsibilities 
Client Service
<ul>
<li>Maintain a strong focus on providing excellent customer service</li>
<li>Provide responsive client service via phone, email, and in person interactions</li>
<li>Answer internal and external client/vendor calls quickly and pleasantly</li>
<li>Communicate in a friendly, professional and patient manner</li>
<li>Perform all duties with the goal of building and maintaining long-term client/vendor relationships</li>
<li>Maintain exceptional client service, understanding client satisfaction and perception is key to a successful relationship with clients</li>
</ul>

IT Service and Support Functions 
<ul>
<li>Act as the third tier of response for escalated tickets, serving as the point of contact for escalating to management and outside of the Reactive Services department</li>
<li>IT support services for clients’ infrastructure, including clients’ core business applications</li>
<li>Acquire specific knowledge of the client and how IT relates to their business</li>
<li>Develop in-depth knowledge of the service offerings and how they relate to clients’ needs</li>
<li>Participate in projects by performing assigned duties</li>
<li>Perform other related technical duties as assigned </li>
</ul>

Team Leadership
<ul>
<li>Act as a team lead, guiding the workflow and schedules for triage, level 1, and level 2 engineers within the Reactive Services team</li>
<li>Exhibit the ability to motivate and direct team members and colleagues.</li>
<li>Demonstrate solid relationship and performance management skills.</li>
<li>Provide coaching and feedback suggestions to management on the performance of the Reactive Services team</li>
<li>Direct the ticket flow for the MBS Secure Reactive Services team, ensuring efficient handling of support technicians' responsibilities</li>
<li>Develop, implement, and enforce strategies for proactive queue management and issue resolution</li>
<li>Utilize analytical skills to review reports and Key Performance Indicators (KPIs) for deriving useful information</li>
<li>Apply information to solve, eliminate, or escalate recurring problems</li>
</ul>

Documentation, Reporting and SLA’s
<ul>
<li>Identify clients’ needs and report to Director of Operations</li>
<li>Update documentation for client configurations or processes</li>
<li>Communicate managed services installation and maintenance with Centralized Services (CS)</li>
<li>Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages</li>
<li>Utilize active listening and client-care skills in identifying potential concerns</li>
<li>Report client concerns or complaints to Director of Operations and manage account management escalations with patience and empathy</li>
<li>Answer internal and external communications timely and professionally</li>
<li>Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket</li>
<li>Close tickets within 7 business days unless issue requires further delay as notated on the ticket</li>
</ul>

Professional Development
<ul>
<li>Routinely take self-paced training in technologies relevant to the team</li>
<li>Obtain industry certifications on a consistent basis </li>
</ul>

Administrative
<ul>
<li>Enter all notes and time worked on the appropriate service ticket</li>
<li>Enter time worked on each ticket daily</li>
<li>Submit time sheets on a weekly basis, due by Saturdays at 12P</li>
</ul>

Qualifications 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.

Core Competencies
<ul>
<li>Ability to communicate and work effectively with end users over the phone and on-site</li>
<li>Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients</li>
<li>Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues</li>
<li>Critical thinking and problem-solving skills</li>
<li>Organized and detail-oriented</li>
<li>Strong team player</li>
</ul>

Technical Skills
<ul>
<li>Windows workstation repair, maintenance, malware removal, and deployment</li>
<li>Configuring network settings on workstations</li>
<li>Hypervisor &amp; virtual desktop client support</li>
<li>RDP client support</li>
<li>Office 365 account and client support</li>
<li>Exchange mailbox administration</li>
<li>Server backup monitoring and maintenance</li>
<li>Wireless connectivity for mobile devices and workstations</li>
<li>Mobile device support – smartphones, tablets and laptops</li>
<li>Active Directory account creation and management</li>
<li>Network drive and printer mappings</li>
<li>Diagnose network connectivity issues for workstations and servers</li>
</ul>

Certificates, Licenses, Registrations
<ul>
<li>Valid Driver’s License</li>
</ul>

Education and/or Experience
<ul>
<li>Possess a minimum of 4 years of recent experience in a Technical Support environment
<ul>
<li>Preferably have 2 years of recent leadership positions or relevant experience</li>
</ul>
</li>
<li>Bachelor’s degree preferred in IT, IS, CS, or another technical discipline</li>
<li>CompTIA certifications preferred</li>
<li>Microsoft Technology Associate (MTA) preferred</li>
</ul>

Language &amp; Communication Skills
<ul>
<li>Possess exceptional written, oral, and interpersonal skills</li>
<li>Focus on the ability to listen actively and use deductive reasoning</li>
<li>Ability to communicate professionally, in English, both written and orally</li>
<li>Ability to write business correspondence and process procedures</li>
<li>Ability to effectively present information and respond to questions from groups of managers, clients, and the general public</li>
</ul>

Physical Demands
<ul>
<li>Regularly required to use hands to operate computer keyboard and telephone</li>
<li>Prolonged periods sitting at a desk and working on a computer</li>
<li>Moderately required to stand</li>
<li>Occasionally needs to lift and/or move up to 50 pounds</li>
<li>Specific vision abilities required by this job include close vision, and ability to adjust focus</li>
</ul>

Office Requirements
<ul>
<li>Private home office workspace or ability to work remotely in a private area</li>
<li>Valid Drivers License or ID and Ability to work in a Hybrid workplace</li>
<li>High Speed Internet (Home Office)</li>
<li>Cell Phone</li>
</ul>

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