ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.
Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.
We invite discovery and debate. We recognize key moments as milestones.
We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.
Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!
General Summary:
The Technical Support Engineer is responsible for providing technical support to system users and customers by evaluating user needs, identifying problems, and finding solutions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products with enhanced overall system performance for partners.
Essential Duties and Responsibilities:
Provides support to cross-functional teams, with a high attention to detail
Researches, analyzes, and documents findings
May coach and review the work of other team members
Serves as an escalation point for complex support requests
Engages in the application of systems analysis of hardware or software for best practices per ConnectWise’s technical documentation and provides solutions based on diagnosis of the problem
Provides and implements solutions based on partner and end user needs
Analyzes, tests, and modifies partner and end user customer’s computer systems based upon their unique design specifications and/or computing environment
Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
Monitors backup, off-site, and critical service failure events
Investigates and resolves reported failure incidents, escalating when necessary
Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction
Discusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
Identifies and escalates trending issues and potential software defects to leadership and development
Contributes to written articles for internal and external knowledge base
Identifies and escalates situations requiring urgent attention to appropriate teams
Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering
Handles assigned support cases
Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
Communicates new release features and improvements to our partners that better their experience
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to manage projects and processes independently with limited supervision
Advanced knowledge of applicable work area
Ability to situationally adapt and understand new technology/processes as per business requirements
Strong customer service, communication, and organizational skills
Problem-solving skills and ability to meet reasonable deadlines
Strong team player with the ability to build positive and collaborative relationships within the organization
Strong written and verbal communication skills
Strong sense of ownership and accountability
Familiarity with backup technology
Broad understanding of relational databases, data warehousing, mark-up languages, and web technologies
Knowledge of virtualization and cloud technology
Understanding of operating systems, such as Linux
Interpersonal skills and willingness to work alongside multiple cross-functional teams
Preferred: Understanding of IT, professional services, CRM, and ERP markets
Bachelor’s degree in related field or equivalent work experience
4+ years of relevant experience
Experience working in a technical service-oriented position
Preferred: Experience troubleshooting Windows and Linux servers
Working Conditions:
Hybrid/Remote/On-Site depending on location
0-10% travel may be required
ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.
The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
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