Technical Support Engineer resolving customer issues for Orb's usage - based billing platform. Collaborating with Customer Success, Product, and Engineering teams to enhance customer support experience.
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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