Job Description
An employer is looking for a qualified Customer Support Engineer in the Reston, VA or Redmond, WA area. This role will be crucial to the success of ongoing online services for various customers. In this role the Customer Support Engineer will be diagnosing client server issues, working with customers and internal teams to mitigate high priority outage situations, and driving technical as well as procedural improvement. This resource will identify customer dissatisfaction in real-time and handle the situation with professional and data driven conflict management including escalating to other teams to assist or assume ownership. There will also be a reliance on this team to draft and share root-cause analyses for customer reported incidents including ongoing metrics identifying repeat drivers or trends. This team will also need to evaluate support needs and prepare to support new or updated features across the suite of services.
If you are passionate about delivering a top-notch customer experience, working with a wide range of service engineering teams, and get excited about continuously improving how we run our services, then this job is for you. Every candidate must have an active Top Secret SCI with Full Scope Polygraph.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12ScreenRdr.pdf) .
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Skills and Requirements
-Experience working with Windows based tools
-Experience with network troubleshooting using DNS, TCP/IP, Browser Tracing, or Fiddler
-Strong understanding of client-service architecture
-Experience reproducing customer issues and document very specific reproduction steps
-Strong experience in diagnosing faults in complex online services
-Ability to diagnose client-service issues understanding the full client-to-server architecture to identify underlying faults
-Ability to communicate effectively with customers and partners
-Strong sense of empathy towards customers and a customer obsession
-Ability to learn customer scenarios quickly or new service scenarios and apply the knowledge to reported issues
-Ability to work 24x7x365 across a myriad of shifts on site
-Active TS SCI with Full Scope Polygraph -Microsoft or Office 365 certifications null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.