Senior Staff Technical Support Engineer - Silver Spring Networks - Redwood City, California, US (San Francisco Bay Area)

Senior Staff Technical Support Engineer

Silver Spring Networks - Redwood City, California, US (San Francisco Bay Area)

Job Description

This position reports to the Director of Customer Support. The Technical Support Engineer provides support services and incident management reporting via email, web and telephone to Silver Spring Networks’ global utility customers. Responsibilities include account management, setting outstanding customer service expectations, providing timely communication, case management, and troubleshooting of SSN’s Core Applications, Database, OS and network devices. In addition, you will also be required to share “on-call” duty for emergency incident handling outside of our standard support hours.

You will be part of a growing team in a fast-paced environment. Our current support hours are from 5:00AM to 6:00PM PDT, but we will soon be establishing other shifts, to include from 12:00AM to 9AM and 1:00PM to 10:00PM PDT.

Essential Functions:

• Provide e-mail, web-based, and telephone technical support to our utility company customers
• Own support cases from start to finish, consulting others as necessary
• Recognize issues that must be quickly escalated to Engineering
• Proactively monitor each customer instance of our application to look for issues
• Become an expert in using our applications and develop understanding of how the application works at a low level
• Perform in-depth diagnosis and gather as much information as possible to assist others with diagnosis
• Log and document all issues in our issue tracking system, updating cases as needed until resolved
• Provide regular updates to customers as needed until case is resolved
• Manage case load to meet defined service levels
• Provide feedback to Engineering on how to improve the product
• Train new Technical Support Engineers
• Create Knowledge Base articles
• Help improve customer support methods and processes

Required Skills

• Minimum of five-plus years of experience in a technical support position supporting enterprise products: preferably with direct experience supporting networking, security, and/or wireless technology companies
• Familiarity with CRM or Helpdesk case management systems
• Strong account/customer management skills
• Experience with SOAP / Web Services
• Experience with RF networking
• Experience with client/server applications and relational databases
• Knowledge of networking, understanding of packet flows and TCP session establishment
• Knowledge of databases (preferably Oracle), understand schemas, database structures and ability to write SQL select queries
• Working Knowledge of UNIX/Linux, scripting is a plus
• Strong troubleshooting skills
• Strong communication skills with customers, as well with internal company groups
• Quick learner, self-starter and comfortable in a fast-paced environment with
• This position requires a two or four-year college degree in a technical field with 5-7 plus years of experience

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