Non-Techie Technical Support Engineer
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Job Description
Vindicia is seeking a versatile Technical Support Engineer. If you’re out of school looking for a job- stay tuned, you’ll be next, but this role isn’t for you. The successful candidate for this role will have already held a technical support position in a technical support organization. It is still a hands-on role.
So who is a good fit for this role? Someone who is technically skilled, but also understands the processes in a technical support team. You should be hands-on, and have demonstrated that you understand what it takes to support a mission-critical application that our customers depend on. Our on-demand billing is critical for our customers, including industry leaders like Symantec, Yahoo!, Blizzard (World of Warcraft), Cryptic Studios, SpeedDate, and many more. We process over $2B in billings annually, so we’re in the spotlight for each of our merchants.
You’ll need to work with customers and our internal engineering team to diagnose issues. You will have to balance being an advocate for the customer with the reminder that you also represent all of Vindicia to the outside world. You’ll do all of this while helping define the way the Technical Support team should develop and grow. Your prior experience means you understand the processes and best practices that will enable Vindicia Technical Support to grow and thrive in our mission. By the way, technical support is a detail oriented job. Be sure to include the word waterfall in the subject of your email so we know you read the entire description of this role.
If you know the space, it’ll take a lot less time to ramp up. The best candidates will have a background in one or more of the following areas:
- Subscription based online businesses
- Billing for online gaming, content, and downloadable software industries
- Payment Industry standards, including PCI compliance
- Customer retention and membership marketing
- Fraud detection, fraud prevention, and chargeback management
- Software as a Service (SaaS)/ On Demand platforms
Roles and Responsibilities:
- Work with customers to diagnose technical issues. Examine log files, transactions, and reports to determine why and where something has gone wrong. Keep the customer updated on pending fix dates and manage their expectations correctly.
- Work with other team members, including Engineering, Technical Account Managers, and other TSE’s to define and improve team processes and procedures
- Contribute to the knowledge base, and identify areas where we need additional content
Qualifications:
- 2 to 5 years of technical support experience.
- 2+ years of experience as a support engineer.
- Strong technical leadership qualities and creative problem solving skills.
- Strong business analysis and solid customer interaction skills.
- Technical Bachelor’s degree required.
- Experience in a development is a plus, but not required. There will be a technical interview, so be prepared.
- Diplomacy in cross functional team coordination to deliver results on customer’s behalf.
- Excellent verbal and written communication skills.
- E-commerce experience or knowledge is desirable.
- An Excellent team player and able to work in a multi tasking environment.
Technical Skills:
- Expert proficiency in at least one of the following languages – Perl, Java, C#, Ruby, PHP.
- Must be experienced in overall software development lifecycle (IDE, AppServer, Webserver, databases etc.), preferably from a professional services perspective
- Strong working understanding of the following languages – Java, C#, PHP, .NET, Perl, Ruby.
- Comfortable in working (in shell script level) in multiple operating systems – Linux, Windows.
- Good working understanding of XML and Web Services.
- Good working understanding of database systems – Oracle, MySQL, MS SQL Server, Postgress.
Benefits:
- Besides a fun work environment, Vindicia offers a full range of benefits including health and vision care with subsidized dependent coverage, a generous stock option package, and 401k.
Travel:
- Nothing further than the water cooler