Technical Support Engineer

  • Next Gen Cyber LLC
  • Baltimore-Washington, Maryland
  • Apr 29, 2018
Full time Risk Management Systems Development Knowledge Management Customer Service and Technical Support Network Services

Job Description

Responsibilities:                

  • Provide complete remote MTA administration services including installation, configuration, maintenance, and disaster recovery
  • Answer client configuration questions
  • Assist with customer integrations
  • SLA compliance
  • Interact with the engineering team to resolve problems with the products
  • On-call rotation; we offer 24x7x365 priority 1 (system down) support. Must be willing to be a part of a rotation to support such coverage.
  • Provide exceptional Customer Service
  • Documentation – creating knowledgebase articles, FAQs and how-to guides to support our customers with the finer points of our solutions
  • Queue Triage & Management – prioritization of cases and multiple priorities within the team
  • Technical aptitude to keep up to date with our constantly changing products

Qualifications: 

  • Bachelor’s degree or equivalent (preferably in an IT field or related experience)
  • Previous support experience highly desired
  • Thorough knowledge of SMTP, TCP/IP
  • Knowledge of POP, IMAP, LDAP, LMTP
  • Email Deliverability concepts
  • Previous ESP experience (Familiarity with Content Management Systems) or equivalent
  • 1-2 years working in a Linux environment including shell scripting
  • 1 year of networking experience
  • Quick and independent problem-solving ability
  • Attention to detail and exceptional follow-up skills
  • Passionate customer focus
  • Excellent listening, written, and verbal communication skills
  • Ability to prioritize multiple simultaneous support issues
  • Have done API work in any modern language
  • Knowledge of C, C++, Java and other web-related technologies (HTTP, HTML, web servers) a plus
  • RDBMS knowledge (MySQL, Postgres, etc..) a plus