Tier 3 Technical Support Engineer

The Tier 3 Support Engineer will help execute and evolve the process to ensure client-centric incident escalations are handled completely and consistently through the support triage process. This position reports directly to our Triage and Escalation Manager and will work cross-functionally with all teams, including Product, Development, and Technical Services. In this role, you will have direct influence over the communications, analytics, and process related to handling incoming incidents. You will work to collaborate cross-functionally with key stakeholders as well as be a critical step in the support workflows requiring timely and informative updates and resolution while creating meaningful deflection strategies leveraging self-service.  Categorization of incidents, root cause resolution, and speed of triage will be key expectations for this role.

 

This is what you’ll do:

  • Researches, resolves, and responds to complex application and/or technical questions
  • Manages the communication and resolution of user issues, and acts as a liaison among departments on escalated or recurring problems to improve resolution time and positively impact customer satisfaction and productivity.
  • Acquires and maintains in-depth knowledge of Avionte products, including ATS, Payroll/Billing, and mobile applications to provide accurate product solutions to users and internal teams.
  • Perform troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally.
  • Perform troubleshooting investigations via backend methods by capturing log files, querying tables, and updating database fields.
  • Use technical expertise to triage issues that are escalated to Tier 3 that need to be resolved or assigned to the appropriate group, including product and development.
  • Drive meaningful updates as needed and oversight on critical communications to internal & external stakeholders
  • Ownership of escalated incidents, including communication and prioritization, as they flow through the process to resolution regardless of the team responsible for the majority of the effort
  • Work cross-functionally on urgent customer incidents, driving down overall time to resolve through an enhanced process and tactical approach
  • Deliver a greater than 95% CSAT rating for all owned incidents
  • Track, categorize, and analyze incidents to aid in overall deflection strategies

 

This is what you’ll need: 

Our Tier 3 Support Engineers must have a passion for delivering high-quality customer interactions with an empathetic approach to leading with the voice of the customer in mind. Strong communication and interpersonal skills will be highly leveraged and delivered with a great degree of urgency around meeting the demands of our customers, through all client-facing teams. The ideal candidate will possess the following skills: 


  • Previous Avionte or similar ATS experience highly preferred
  • Working understanding of software architectural layers and technologies
  • Advanced troubleshooting and multi-tasking skills with the ability to manage competing priorities
  • An urgent and empathetic approach to client services
  • Demonstrated ability to learn new or complex software and technologies
  • Ability to lead and influence without direct authority
  • A positive outlook with a solutions-oriented mindset
  • Experience with Zendesk, Salesforce, CSAT, NPS, Jira, VSTS, and other supporting technologies