Support Engineer 2

Job #2253: Chameleon Technologies is searching for a Support Engineer for a contract role in Las Colinas, TX.  No two days are the same in Customer Service and Support here.  We engage in challenging and complex problem solving.  We constantly pick each other’s brains, and our minds are always abuzz with ideas for helping our customers throughout the world to realize their full potential.

 

Our team is open and welcoming, we speak many languages and we come from a variety of cultural backgrounds.  We are looking for talented people with a growth mindset, a passion for solving complex issues and obsession for customer happiness.

 

We are looking for engineers who love putting out fires – people who thrive under difficult and challenging circumstances, who enjoy getting involved in tough situations and learn at the same time.

 

If you love technology and believe that your abilities can be developed through effort and persistence, and it makes your day when a customer or peer thank you for your help, this may be the career opportunity for you.

 

Description:

You will be accountable for providing an outstanding technical support experience to our enterprise customers.  From problem identification to full resolution, you will own and manage your investigation over the phone and Web.

 

When needed, you will transfer your cases to your colleagues, involve subject matter experts, or escalate to Engineering (Product Groups) and Management.  Your day-to-day job will be about both providing technical expertise (either on your own or by involving your colleagues), and being an excellent communicator and a service oriented professional.  You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

 

Every day you will have to make judgment calls regarding your case load, how to prioritize it, how to maximize your effectiveness, how to set time aside to learn about our new products and technologies, and evolve as a professional.

 

Responsibilities:

Be available to take ownership of new cases and escalations

Provide support to Enterprise customers, partners, and other engineers

Scope customer’s issues and support boundaries by collecting the relevant facts

Investigate the problem by doing your own research and by involving other teams as needed

Consult with your immediate peers or colleagues around the world, handing the case over to them if necessary

Escalate to management as necessary, acting internally as a customer advocate, and keeping the customers informed

Collaborate with management and engineering in order to resolve service issues and in order to produce bug fixes, patches, test cases as appropriate

Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments

Document your technical work and research in a detailed and comprehensive manner

Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems

 

What are we looking for?

 

Growth mindset – genuine desire and motivation to learn and develop yourself.  You embrace challenges, and persist in the face of setbacks.  You consider failure an opportunity to learn, so whatever it happens you win.  You are passionate about “studying” and you are always actively seeking knowledge and more expertise.

 

Passion to serve customers, in fact, you are obsessed with them – you have a genuine desire to help even under the most challenging circumstances.

 

You can handle high pressure situations well – you maintain calm and composure on really stressful situations.

 

Finally you possess strong communication skills, the ability to work in a team, excellent problem-solving skills and capability to deal with changes in a really fast paced environment.

 

Ability and willingness to quickly ramp up on multiple technology areas as needed

 

Your ramp-up in this position will be much faster if you have the following technical experience and knowledge:

  • Knowledge of IIS configuration and how HTTP requests are handled by IIS
  • Knowledge and experience with .Net Framework, ASP.NET, VB.NET and Webservers – IIS, HTML and CSS
  • Understanding of how HTTP requests are handled end-to-end including HTTP headers, cookies, etc.
  • Working knowledge of Visual Studio and the Azure SDK
  • The ability to troubleshoot complex web application issues in an often ambiguous environment
  • Understanding of programming concepts such as call stacks, threading, synchronization, performance-related concepts and debugging
  • Knowledge of PHP, Node.js, Java, JavaScript and popular frameworks such as WordPress, Joomla and Drupal
  • Familiarity with Azure services and offerings is a plus or experience in AWS or Google Cloud
  • Familiar with code deployment models such as MSDeploy, Git, Github

 

We love to get to know candidates with strong technical background, nevertheless, do not shy away if you do not meet all the “Technical” requirements.

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