We at LoadStorm want to work with the best. We also like to learn new things continually, and we look for candidates that are eager to stretch themselves with new technology. Above all, the key attribute that drives everything we do as a company is Customer Orientation. Our clients are the reason we are in business, and we put them first in our culture, so we only want employees on our team that care deeply about treating our customers the way we want to be treated.
Technical Support Engineer
Job Summary:
Will troubleshoot and resolve problems for LoadStorm customers in a small company environment. Will develop and maintain good working relationships with our customer base in line with company values and expected behaviors. Will coordinate with the sales team as free trial customers need additional purchasing assistance.
Duties include but are not limited to:
- Answer live incoming phone calls as well as emails to answer questions, troubleshoot, manage and resolve customer issues.
- Assume ownership and responsibility of customer issues and work with engineering as required to drive to resolution.
- Assist customers with the upgrade process.
- Effectively escalate deeper technical issues to Engineering.
- Develop helpful online product tutorials and other documentation for new users to learn the product.
- Assist customers with load testing projects by building scripts, running tests, and analyzing test results.
- Conduct functional testing of new product releases, identify bugs, and coordinate with Engineering.
Required Skills:
The ideal candidate will possess 3+ years of relevant experience. The candidate must be highly focused on quality and on providing exceptional service to our customers and partners. Candidate must also have excellent written / verbal, communication skills. The successful person will be a team player, highly organized, detail-oriented and able to prioritize and handle multiple tasks simultaneously.
- Positive and customer-oriented attitude above all else.
- Proven ability to work in a fast-paced technical support environment.
- Ability to work as a team member with project managers, software ers, and marketing reps.
- Technical Skills (as many as possible of the below):
- Experience with web technologies such as HTML, JavaScript, CSS, XML, AJAX, Flash, etc.
- Understanding of the fundamentals of web protocols – HTTP, HTTPS, TCP/IP, and DNS.
- Knowledge of web application architectures – Apache/IIS, load balancing, database layer
- Experience with load testing.
- Ability to conduct web page performance analysis.
- Experience with web page developer tools such as Yslow, Firebug, Pingdom, Fiddler.
- Knowledge of writing technical performance test plans and scenarios.
- Ability to learn new tools & technologies quickly.
- Basic knowledge of database technology.
- Experience with site monitoring technologies.
- Ability to systematically find failures in applications and log software defects.
- Understanding of issue/bug tracking systems.
- Experience developing test automation scripts.
Individual must be highly motivated, ability to work independently, self starter, and the flexibility to work overtime if needed.
Please submit inquiries and resumes to [email protected] with the subject line “Tech Support Engineer position”.