Technical Escalations Engineer in Bellevue, Washington
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ing a phone and in-person interview. Technical Escalations Engineer About the client Leading provider of Service, Marketing, and Sales solutions that integrate the power of Email, chat, real-time collaboration, and telephony applications with a mature, robust, multi-channel CIM platform, comprehensive analytics, and a fully integrated system-wide knowledge base and customer database. Customer base ranges in 32 countries in North America, Europe, and Asia-Pacific. Customer base encompasses a wide variety of industry uses including B2B ecommerce, call center, telecommunications, communication services, distribution, education, financial services, government, healthcare, Hi-Tech, fitness, hospitality , travel, legal, manufacturing, media, retail, service and support, transportation, utilities, and others. Job overview As a Technical Escalations Engineer you perform a key role. You are the face of the company to our customers. You are a customer advocate. You will be encouraged and empowered to champion the needs of our customers at every level. Each day you will apply your technical, communications, and issue management ability to successfully serve our customers to solve issues related to their local or hosted Software applications. You will also be encouraged to apply your knowledge of our Software products and our customers operations to help them expand their use of our products and increase their business success. Summary of Critical responsibilities Manage multiple mission critical and severe business impacting situations Own and project manage each assigned support issue to successful resolution Proactively communicate and accurately set customer expectations Form and execute effective action plans to drive each issue to successful resolution Successfully lead remote on-line sessions for troubleshooting, applying hot fixes and service packs Proactively collect from customers all info necessary for our technical teams to solve the issue Successfully reproduce customer issues Proactively partner with Support, Services, Sales and Development teams to obtain needed ability Perform effective issue hand offs when necessary Consistently follow operational processes, and assist with continuous improvements efforts Continuously improve troubleshooting skills, product ability, and knowledge on related technical topics. Contribute to Knowledge Base articles 247 operation, this position may require shift, weekend work or on call rotation Troubleshoot and identify root cause of issues on customer and production systems Act as a mentor to Technical Support EngineersMinimum Qualifications BS degree in Computer Science or Technology related program or equivalent experience in a technical support role .Net , C, C proficiency Experience with Sustainable Development Ability to oManage customers and issues in mission critical, real time situation oThink globally to ensure escalations are resolved within the customers time zones oUnderstand business and revenue impacting situations oWork across disciplines and departments to solve complex problems oTroubleshoot complex internet delivery related challenges oTroubleshoot complex multi-tiered SOA based applications with limited tooling oWrite, read, and edit queries using SQL oLearn new technologies and ramp up quickly oPrioritize issues Current understanding of Microsoft SQL Server, XP, Win 2K3, Office, Internet Explorer, IIS Server, website structure, configuration, and implementation, system log and event viewer analysis Familiarity with HTML, XML, Windows Registry, Firefox, network analysis using tools such as ping, perfmon, etc. Basic current knowledge of how mail servers and mail clients work Min 8 yrs of solid experience in applicationsoftware support Exceptional communication expertise Experience working with IIS and troubleshooting IIS and web based applications Experience working with Windows diagnostic tools, and investigating dump and log files Knowledgeable and practical experience with 1 of the following languages .Net, C, C or C coding Desire to own and manage issues from inception to resolution Experience working with SaaS or Hosted customer solutions Operations or Engineering experience a plus If you would like to be considered for this opportunity, please contact Sasha Martin sasha.martinrht.com with your resume attached and remember to include your availability for 1.Phone interview, 2.In-person Interview, 3.Start date. With more than 100 locations in North America, Europe, Australia and Asia, Robert Half Technology is a leading provider of IT professionals on a project and full time basis for initiatives ranging from Internet development and multiplatform systems integration to network security and technical support. A division of Robert Half International, our company again was named to FORTUNE magazines Worlds Most Admired Companies list, ranking one in our industry March 19, 2012and included in BusinessWeeks 50 Best Performing Companies. To learn more about this job opportunity, contact us today at 1.800.. Robert Half Technology is an Equal Opportunity Employer. Apply for this job now or contact our branch office for additional detailsListing originally posted at http