Senior Support Engineer dealing with complex technical inquiries while supporting the 2nd Level Support at Delegate Technology. Collaborating closely with the Core Products Team and analyzing system behavior.
About the role
- Technical Support Engineer II managing software issues and collaborating with development teams to support software systems. Joining Energy Solutions to enhance clean energy incentives via technology.
Responsibilities
- Manage software work tickets: gathering information and seeking clarity of the request, prioritizing tasks, assigning tickets and following-up on completion of deliverables
- Troubleshoot and reproduce technical issues and develop technical solutions
- Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources
- Collaborate with client teams and technical staff to support custom software systems
- Engage with our software development teams to support our development environments
- Ability to interact with a broad range of people of varying technical levels including other IS staff, IS Management, Project Management, and functional users
- Contributing to our documentation through knowledge articles and runbooks
- Respond to support tasks with timely solutions
- Provide support, direction, and guidance to team members
- Self-manage time and work under minimal guidance
Requirements
- Bachelor's degree in computer science (or related field) preferred but not required
- Minimum 5 years of relevant experience
- Strong multitasking, documentation, and decision-making skills
- Experience with Jira Software and other Atlassian products, or similar
- Strong interpersonal communication skills, both verbal and written
- Experience collaborating directly with other staff such as engineers and project managers
- Experience with Python scripting
- Self-motivated, detail-attentive, and have a desire for continuous learning
- Familiarity/experience with Jira, Confluence, Slack and SharePoint a plus
- Experience with SOC 2 a plus
- Energy efficiency/renewable energy domain experience a plus
Benefits
- Health insurance
- 401(k) retirement plan
- Employee Stock Ownership Plan (ESOP)
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