Job Title: Support Engineer II Duration:11 Months Location:Sunnyvale, CA (Onsite)
Job Description: As a Support Engineer II, you'll be part of a global team that works closely with both internal and external teams to deliver enterprise solutions. We're seeking an enthusiastic, knowledgeable, and supportive individual who thrives in a fast-paced, start-up-like environment. You'll be responsible for:
Troubleshooting performance, quality, and testing issues for enterprise solutions.
Monitoring and resolving escalated tickets from Customer Service or Customer Success teams.
Creating and maintaining self-service troubleshooting tools and Voice of Customer feedback loops.
Managing high severity downtime events and monitoring key quality and operational metrics.
Handling customer escalations via tickets, emails, and calls.
Managing stakeholder and vendor relationships to drive product support.
Maintaining a repository of operational and maintenance references.
Training new team members.
Collaborating closely with Services, Product, Engineering, Marketing, Sales, and Operations teams.
Working with offshore engineering teams in Asia time-friendly hours (after 5 PM Pacific Time).
Responsibilities:
Act as a Subject Matter Expert (SME) for one or more products/services.
Troubleshoot and resolve complex technical support issues.
Propose workarounds during crises and escalate issues when necessary.
Perform on-call, onsite support, or coordinate critical conference calls.
Understand and assess customer technical practices related to the services.
Optimize customer use of client product and service support tools.
Learn and adapt to new technologies as they emerge.
Basic Qualifications:
Bachelor’s degree in engineering or a related technical field.
3+ years of experience in troubleshooting, developing, and testing electronic products/services for enterprise customers.
Strong understanding of architecture and operational parameters for handling escalations.
Ability to learn new technologies quickly.
Knowledge of technology interactions (e.g., WiFi, BT, Android/iOS apps, web services, APIs).
Ability to see patterns and make connections to improve system efficiency.
Skills in assessing technical practices for development, design, and operations.
Preferred Qualifications:
Proven experience in large-scale, complex technology projects.
Working knowledge of Microsoft Office suite and technical document writing software.
Proven record of training and coaching junior support team members.
Experience with Python (2-4 years required), Java (Intermediate, 1-2 years), JavaScript (Intermediate, 1-2 years), and SQL (1-2 years).
Must-Haves:
3+ years relevant experience in troubleshooting, developing, and testing electronic products/services.
Strong problem-solving and critical thinking skills.
Proficiency in Python (2-4 years experience).
Notice to California Applicants: 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.
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.
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: $33.00/hr.
