Support Engineer - South FL ONLYBookmark This
1750 Clint Moore Rd.
Boca Raton, FL
DescriptionOpenPeak has an outstanding opportunity for an experienced Senior Support Engineer based in Boca Raton, Florida.
The Senior Support Engineer will provide Level 4 assistance to our premier enterprise customers, helping to guide them through their most challenging concerns, ensuring their satisfaction and success with OpenPeak’s ADAM™ platform. ADAM is an industry-leading Mobile Enterprise Management software suite, offered as a white-label solution through carriers and large OEMs worldwide. In addition to providing expert technical and customer service, the position provides opportunity to manage and assist with a diverse scope of support activities.
This includes customer training sessions, support documentation, management of user forums, and more.
OpenPeak is a leading Mobile Enterprise Management company. OpenPeak’s ADAM platform makes it easy for businesses to secure and manage business data on mobile devices while giving employees the freedom to use the device of their choice. ADAM is offered as a white label solution through carriers and large OEMs worldwide. Components of ADAM may be used individually to complement pre-existing device and network management configurations, or together as a complete end-to-end Mobile Enterprise Management solution.
ResponsibilitiesProvide prompt and complete resolution to customers’ product inquiries, technical challenges, and escalations.
Collaborate with product management, developers, IT resources, and QA teams to assist in troubleshooting and root cause analysis; while clearly and appropriately communicating customer priorities and concerns.
Serve as a Subject Matter Expert (SME) on the support team.
Author, edit, and manage technical support documentation (i.e. FAQs, guides, online resources).
Mentor others by presenting instructional and support information, and other forms of user and technical training.
Participate in test cycles of new releases and facilitate beta previews for internal and external audiences.
Share best practices with team members to enhance the quality and efficiency of customer care, and make recommendations to senior management for improvements to program and processes.
Work a flexible schedule, likely to require weekend and evening support on occasion.
RequirementsBachelor’s or Graduate degree in Computer Science or related field, plus a minimum of 2 yrs experience working in a software development environment.
Knowledgeable of mobile devices, features, operating systems (iOS, Android), application development, networking, and web services.
Familiarity with all aspects of the software development lifecycle: architecture, design, user experience, development, documentation, unit testing, delivery, and maintenance.
Exceptional collaborative and customer-facing interface skills.
Demonstrated ability to analyze and debug complex feature interactions.
Excellent problem-solving skills.
Strong written and oral communication skills.
Ability to adjust priorities in a fast-paced environment.
Has an enthusiasm for technology, enjoys learning and sharing knowledge.