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| GTB Technologies is proud of its fast paced, challenging working environment. Due to explosive growth and demand, we currently are looking for qualified candidates to join our team. To apply to any open position, please email your resume to careers@gttb.com . Make sure to indicate in the subject line which position you are interested in. All positions require relevant experience. Only qualified candidates will receive a response. |
Technical Support Engineer |
The Technical Support Engineer provides pre & post sales technical support to GTB partners, field personnel, and global customers. The TSE is responsible for problem tracking, diagnosis, replication, troubleshooting, and resolution of customer support requests. Must respond to, research and accurately resolve technical issues in a timely manner and in accordance with established Service Level Agreements (SLA). In this key role the chosen candidate will be responsible for providing outstanding customer service to ultimately drive 100% customer reference-ability. This is an opportunity to join a dynamic, solution oriented, high performing team. |
Presales Support
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- Support field personnel with installing and configuring the GTB solution and documenting customer implementations
- Provide technical assistance to field personnel
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Subject-Matter-Expert
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- Act as subject-matter-expert (SME) for one or more components of the GTB product line
- Develop a general technical understanding of GTB core products and a deep technical expertise in one or more components of the product line
- Work directly with product management and engineering teams regarding issues in the SME's core product area
- Inform management of pertinent application issues within assigned core application
- Participate in cross-functional development teams to represent the customer's viewpoint
- Make technical recommendations on how to improve product in terms of ease of implementation and decreasing common questions/issues
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Customer Support
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- Provide support using multiple channels including email, web and phone
- Document all customer issues in tracking system including incoming and outgoing correspondence, accurate problem description, steps to reproduce and resolution
- Create solution articles, and FAQ ' s focused on call avoidance
- Facilitate escalation of issues in accordance with department standards
- Coordinate with QA, Development and Product Management to ensure that the latest product revisions and documentation are always made available to customers on a timely basis
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Customer Relationship Management
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- Maintain key customer relationships through proactive regular customer calls to measure and ensure customer reference-ability
- Manage customer technical relationships regarding questions, bugs, and enhancements, as well as operating system and application updates
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Practice Development
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- Contribute to the development of support tools, knowledgebase, and infrastructure to allow customers, partners, and Professional Services team to become self-sufficient
- Take an active role in the improvement of infrastructure and department process improvement efforts
- Participate in the recruiting process by interviewing new candidates
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Requirements
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- 5+ years experience in technical support, IT consulting and /or pre-sales engineering with mission-critical production enterprise web based software
- 3+ years experience in supporting applications on Linux platform
- Bachelors degree in computer science, engineering, or sciences (or equivalent experience)
- Experience working directly with technical and business customers as a trusted technical partner and resource
- Demonstrated technical knowledge and experience, with an emphasis on database (Oracle/SQL), server scripting (Linux/Windows), security and networking skills. JAVA programming experience is a plus.
- Candidates must be able to perform technical tasks such as:
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- Install and configure enterprise software, e.g. Oracle
- Write SQLplus database queries
- Implement simple VPN or other tunneling mechanism between Windows and/or Linux servers
- Install and configure common applications on Windows and Linux, - - including HTTP, FTP, MTA, DNS, etc.
- Diagnose network problems in production environments
- Design/document network deployment architectures
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- Strong interpersonal and communication skills (presentation, verbal, and written)
- Strong customer-facing and relationship building skills with a passion for customer service and success
- Ability to identify and solve problems efficiently and effectively
- Proficient at workload prioritization in an interrupt driven environment
- Ability to work independently and as part of a team
- Moderate travel required as needed
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