Technical Support Engineer – Texas, USA

Technical Support Engineer – Texas, USA

Texas / Hybrid / Remote

$55k per year + benefits

In this role, you will provide operational support for our clients customers and you will be responsible for addressing and solving inbound support cases. You will also be involved in configuration changes for customers in terms of assessing requirements, documentation and completing the change requests in line with their current setup.

You will also:-

• Provide 1^st and 2^nd line email and telephone support for customers, triaging and prioritizing the requests appropriately within the SLA agreements
• Own change requests from suggesting solutions for customers through to completion
• Assist with new product feature rollouts, ensuring educational content is created for customers and configurations are updated
• Analyze how customers use the system and collaborate with internal departments to identify patterns so their implementation and development teams can address them
• Keep the customer facing knowledge base up to date with latest documentation
• Proactively monitor and optimize alerts and/or notifications and address the issue or assign as required to other teams for resolution

This is not your normal run-of-the-mill support role. Our clients support team are the technical wizards that help meet customer requests and solve problems. Whilst you do not need to be a developer, you need to be highly technical and enjoy problem solving to thrive in the role.

• Knowledge of the agile software development process
• Professional experience in a technical yet customer facing support role
• Experience working with programming languages/concepts
• Strong communication and customer engagement skills
• A proven ability to be organised and prioritize
• Excellent written and verbal communication skills with a flair to express technical concepts in an everyday language
• Excellent problem-solving skills and the ability to use initiative
• Experience with a customer support tool i.e. Freshdesk/Zendesk

• Remote, flexible working from home
• Join a collaborative, dynamic environment and work with cross-functional teams to deliver our clients vision and strategy
• Become part of the family, where ongoing personal development and continuous learning is highly valued and supported
• Join quarterly team get togethers in Cambridge, England
• Share Options scheme

Benefits include

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with company matching
• Professional development opportunities and training programs
• Vibrant company culture that promotes innovation and collaboration
• Opportunity for growth within a rapidly expanding company
• Incentive trips to Cambridge, England to visit the company HQ

Next Steps

If you are ready to make a difference and be part of a dynamic team, please submit your resume outlining your relevant experience and why you are the perfect fit for this role. We look forward to reviewing your application!

Note: This job description is intended to convey information essential to understanding the scope of the Technical Support Engineer position and the general nature and level of work performed. It is not intended to be an exhaustive list of qualifications, skills, duties, responsibilities, or working conditions associated with the role.

Storm Associates is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.