Support Center Engineer 3

About the role

As a , you will play a critical role in ensuring the seamless operation of our technical support services. This position is designed for individuals who possess a strong technical background and are adept at troubleshooting complex issues. You will collaborate with various teams to provide exceptional support to our clients, ensuring their needs are met efficiently and effectively. Your expertise will contribute to enhancing customer satisfaction and maintaining the high standards of service that Cb20 is known for.

Key facts

What you'll do

• Provide advanced technical support to clients, addressing and resolving inquiries related to software and hardware issues.
• Collaborate with cross-functional teams to identify and implement solutions for recurring technical problems.
• Document all support interactions in detail, ensuring accurate records are maintained for future reference.
• Conduct training sessions for clients and internal staff on new products and updates to enhance user experience.
• Analyze support trends and feedback to recommend improvements to existing processes and systems.
• Assist in the development of support documentation and knowledge base articles to facilitate self-service options for clients.
• Participate in on-call support rotations to provide after-hours assistance as needed.
• Stay updated with the latest industry trends and technologies to provide informed support and recommendations to clients.
• Engage in continuous learning and professional development to enhance technical skills and knowledge.
• Work closely with product development teams to relay customer feedback and influence future product enhancements.
• Ensure compliance with company policies and procedures while maintaining a high level of professionalism in all interactions.

Requirements

• A minimum of 5 years of experience in a technical support or engineering role, preferably in a fast-paced environment.
• Strong understanding of networking concepts, operating systems, and troubleshooting methodologies.
• Proficiency in using support ticketing systems and remote desktop tools to assist clients effectively.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Proven ability to work independently and as part of a team, demonstrating strong problem-solving skills.
• Experience with scripting languages or automation tools is a plus.
• Familiarity with cloud services and virtualization technologies is highly desirable.
• A bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Relevant certifications (e.g., CompTIA, Microsoft, Cisco) are a plus but not mandatory.

Nice to have

• Experience in a customer-facing role, particularly in the tech industry, is advantageous.
• Knowledge of ITIL frameworks and best practices for service management.
• Familiarity with database management and SQL is a plus.
• Previous experience with customer relationship management (CRM) systems.
• Understanding of cybersecurity principles and practices.

Skills & tools

• Technical proficiency in operating systems (Windows, Linux, macOS) and networking protocols (TCP/IP, DNS, DHCP).
• Familiarity with remote support tools (e.g., TeamViewer, LogMeIn) and ticketing systems (e.g., Jira, ServiceNow).
• Strong analytical skills to diagnose and resolve technical issues efficiently.
• Ability to manage multiple tasks and prioritize effectively in a dynamic environment.
• Proficient in Microsoft Office Suite and other productivity tools.

Practical notes

• This position is based in Albany, New York, and may require occasional travel for client visits or training sessions.
• Candidates must be willing to participate in ongoing training and development programs to stay current with evolving technologies.
• The work environment is collaborative, and you will be expected to contribute positively to team dynamics.
• Cb20 values diversity and inclusion, and we encourage applications from individuals of all backgrounds and experiences.

Join Cb20 as a Support Center Engineer 3 and become part of a dedicated team that is committed to delivering top-notch technical support. If you are passionate about technology and customer service, we invite you to apply and help us drive excellence in our support operations.