Systems Support Engineer, Senior (Customer Success Organization)

Published: 3 months ago

Who we want:We are seeking a dynamic Lead Support Engineer who is self-motivated and will share our passion for enabling clients to deliver a high-performance user experience on any embedded platform. The ideal candidate is an experienced support engineer who enjoys working with Altia’s customers to help them solve issues in the implementation and maintenance of their solutions that leverage the Altia toolchain. The candidate will collaborate closely with members of the Product Engineering and Engineering Services organizations when necessary to resolve customer issues.

Primary Responsibilities:

  • Become a systems generalist across the Altia toolchain at the user interface and embedded systems level and stay current as the product line evolves

  • Monitor incoming customer support requests, triage and communicate status to customers in a timely manner

  • Investigate and debug issues, collaborate with cross-functional teams, and drive a majority of support cases to closure with quality solutions

  • Communicate with customers at the appropriate technical level, from graphic designers to embedded software engineers, and explain the tradeoffs of possible solutions

  • Escalate issues to the appropriate team (Product Engineering, Engineering Services) in cases where a solution requires additional product or project expertise

  • Build, maintain, and expand a knowledge base of known issues and solutions

  • Create concise, customer facing documentation and troubleshooting steps for common issues

  • Work with technical leadership to provide internal visibility for customer pain points and identify potential workflow improvements

  • Identify and communicate potential sales opportunities based on understanding and recognizing gaps in customers’ solutions

Required Education, Experience and Competencies:

  • BS in Computer Engineering, Electrical Engineering, Computer Science or a related technical discipline

  • 3+ years of experience in software support, preferably using a graphical user interface platform

  • Experience programming and debugging embedded systems and understanding their limitations

  • Working knowledge of tools used in the Software Development Lifecycle (e.g., JIRA, GitHub)

  • Ability to analyze, understand, and decompose issues in order to determine root cause and solutions

  • Interpersonal skills and ability to interact and work with staff and customers in a global environment

  • Excellent written and verbal communication skills

  • Ability to work both independently and in a team environment — teams are often distributed

  • Excellent time management skills, ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment

  • Preferred:

    • Experience with ZenDesk

    • Knowledge of user flows and common constructs when creating graphical user interfaces

Culture / Environment:

Altia is currently in a period of strong, consistent growth, and we expect to aggressively accelerate that growth for the next 5 years and beyond. We have an exceptionally talented and highly invested team who is focused on our continued success and maintenance of our noteworthy company culture.

We pride ourselves in our high ethical standards and employee morale. We build based on a foundation of respect. We generously partner within our communities to support economic growth and accessible education for all, knowing that providing avenues toward careers in technology can end the cycle of poverty.

We are committed to providing an environment of mutual respect, free of discrimination and harassment, where equal employment opportunity is available to all applicants and teammates. We believe that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.