As a global team, we work very closely with internal and external teams for enterprise solutions. Team members are enthusiastic, friendly and supportive. Our team has a broad mix of experience levels and Amazon tenures, and were building an environment that celebrates knowledge sharing, mentorship and high quality work. Were excited to build and launch new solutions from the ground up together as one team. As a fast growing team, we are seeking a Support Engineer II to be the SME of one or more products and services to help customers solve difficult technical support problems and generate positive customer feedback.At our team, we work in a fastpaced, startuplike environment that values innovation, flexibility, agility, scalability, and customerobsession. As a Support Engineer, you will troubleshoot performance, quality, and testing activities for enterprise solutions that are deployed in the field. The individual will be responsible for monitoring and resolving tickets escalated from Customer Service or Customer Success teams, create and maintain selfservice troubleshooting tools, create and maintain Voice of Customer feedback loops, manage systemdriven high severity downtime events, monitor and report on key quality and operational metrics, manage customer escalations via ticketsemailscalls, manage stakeholder and vendor relationship to drive product support, maintain a repository of maintenance and operational reference, and train new team members. You will work in close collaboration with our Services, Product, Engineering, Marketing and Sales, and Operations teams to deliver continuous improvement and tech troubleshooting aligned with business needs. You will be part of a customerobsessed team, so over time is needed to accommodate customers working hours and collaborate with offshore engineering teams in Asia time friendly hours after 5PM Pacific Time. As a reward, we will consider extension of the role and conversion to a full time employee based on your performance evaluation.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 impacts or technical risks, and manage their expectations for resolution appropriately. 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 highlevel, 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 riskopportunities with various implementations and help customers make the right tradeoffs e.g., creation of downstream bottlenecks, managed vs. unmanaged services, etc.. You help your customer optimize their use of Amazon product and service support tools and adopt best practices e.g., data security, fault tolerance, performance, etc.. You learn new technologies as they emerge.Customer Obsession, Deliver Results, Dive Deep, Invent and Simplify, Earn TrustBasic qualifications:Bachelors degree in engineering or a related technical field3 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, AndroidiOS 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 customers 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: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
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. 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: $9.50/hr.
