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Senior Support Engineer

Our mission at Workplace Dynamics is to make the world a better place to work together. Founded in 2006, with a dream of transforming how organizations engage employees, we are now the market leader in web-based workplace surveys, having surveyed over 6,000 companies and 2 million employees in the last year.

We are looking for a Senior Support Engineer to join our growing, technology team. This person must have both technical aptitude and good interpersonal skills. The successful individual in this role is detail-oriented, highly skilled in problem-solving, and can work in a fast-paced environment with multiple deadlines and shifting priorities.

The role of the Senior Support Engineer is to receive application issues and provide a solution in a timely fashion, seeking additional information as required. The products that are being supported help service and empower small to mid-size companies who are looking to improve their employee engagement.

Core responsibilities:

  • Individual contributor role while mentoring and leading other Support Engineers
  • Help continuously improve support processes and procedures leveraging industry best practices
  • Report regularly on support team activities (trends, SLAs, etc)
  • Monitor the support queues at all times, ensuring all tickets are being addressed appropriately, delegating when necessary.
  • Support internal customers and respond per company SLA’s
  • Effectively manage requests including logging, monitoring/updating, self-prioritizing and resolving tickets and indirect inquiries in a timely fashion
  • Resolve user issues by debugging and/or reviewing application logs and making code changes as needed
  • Work with our development group to resolve more advanced issues when necessary
  • Support ad-hoc requests for information, customizations, and data updates
  • Participate in special projects as assigned by supervisor/ manager

Must have:

  • Excellent communication skills
  • Self-starter
  • Ability to effectively work in a cross-functional team environment

Nice to have:

  • Programming skills within: .Net, HTML5, CSS, JavaScript
  • Database experience: SQL or Oracle
  • Salesforce
  • Microsoft Excel
  • Data science
  • Degree in Computer Science or Engineering
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