Support Engineer II
Spectraforce
Sunnyvale, California
2 months ago
Job Description
Job Title: Support Engineer II
Location: Sunnyvale, CA
Duration: 12 Months
Job Description:
This role is both challenging and rewarding. You work independently, handling enterprise technical support cases of all severities. You clarify the customer need, determine if there is a problem, evaluate their impact(s) or technical risk(s), and manage their expectations for resolution appropriately.
Typical Day in the Role:
You help customers and other support engineers to solve difficult technical support problems, and your team prioritize cases. You know how to propose workarounds during times of crisis to get customers working again. You escalate when issues become critical or complex. You may perform oncall, onsite support or coordinate critical conference calls. You will become an SME in one or more products or services and handle escalations related to those services. You understand the architecture (at a high-level), operational parameters, and troubleshooting techniques. You assess customer technical practices related to these services for development, design, and operations. You know when the right action is to replicate workloads to best serve or guide a customer. You understand the risk/opportunities with various implementations and help customers make the right trade-offs (e.g., creation of downstream bottlenecks, managed vs. unmanaged services, etc.). You help your customer optimize their use of product and service support tools and adopt best practices (e.g., data security, fault tolerance, performance, etc.). You learn new technologies as they emerge.
Basic qualifications:
Preferred qualifications:
About Us: SPECTRAFORCE is one of the fastest-growing workforce solutions firms in the United States. As a diversity-owned business, we place human connection at the heart of everything we do, building strong relationships with both clients and candidates to fill roles successfully. Our teams in North and Central America and India serve more than 150 Fortune clients globally, leveraging custom AI technology to provide direct hire, executive search, nearshoring, offshoring, and project staffing solutions.
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $30.00/hr.
Location: Sunnyvale, CA
Duration: 12 Months
Job Description:
This role is both challenging and rewarding. You work independently, handling enterprise technical support cases of all severities. You clarify the customer need, determine if there is a problem, evaluate their impact(s) or technical risk(s), and manage their expectations for resolution appropriately.
Typical Day in the Role:
You help customers and other support engineers to solve difficult technical support problems, and your team prioritize cases. You know how to propose workarounds during times of crisis to get customers working again. You escalate when issues become critical or complex. You may perform oncall, onsite support or coordinate critical conference calls. You will become an SME in one or more products or services and handle escalations related to those services. You understand the architecture (at a high-level), operational parameters, and troubleshooting techniques. You assess customer technical practices related to these services for development, design, and operations. You know when the right action is to replicate workloads to best serve or guide a customer. You understand the risk/opportunities with various implementations and help customers make the right trade-offs (e.g., creation of downstream bottlenecks, managed vs. unmanaged services, etc.). You help your customer optimize their use of product and service support tools and adopt best practices (e.g., data security, fault tolerance, performance, etc.). You learn new technologies as they emerge.
Basic qualifications:
- Bachelor’s degree in engineering, computer, or a related technical field
- 3+ years relevant in troubleshooting, developing and testing of electronic products and related services for enterprise customers.
- Understands the architecture and operational parameters to effectively handle escalations.
- Able to learn new technologies as they emerge.
- Understands how technologies interact, such as WiFi, BT, Android/iOS apps, web services, and APIs.
- Sees patterns. Able to make connections to improve systems and their operational efficiency. Knows what solutions exist elsewhere and how they can be connected.
- Knows how to assess technical practices for development, design, and operations and works with customer(s) to recommend the right methods for effective service operations.
- Able to build workarounds during times of crisis to get customers working again.
Preferred qualifications:
- Proven technical experience in development, testing and implementation of large scale, complex technology projects.
- Working knowledge using Microsoft Office suite, and software for technical document writing.
- Proven record of training and coaching junior support team members.
About Us: SPECTRAFORCE is one of the fastest-growing workforce solutions firms in the United States. As a diversity-owned business, we place human connection at the heart of everything we do, building strong relationships with both clients and candidates to fill roles successfully. Our teams in North and Central America and India serve more than 150 Fortune clients globally, leveraging custom AI technology to provide direct hire, executive search, nearshoring, offshoring, and project staffing solutions.
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $30.00/hr.