TECHNICAL SUPPORT
Technical Support Engineer
Johnstown, CO
SeeUnity is the leading provider of API-based enterprise content integration and migration products with over 30 partners and 500 customers worldwide. Our products securely connect, sync, or migrate data across on-premise or cloud-based ECM systems and external applications. Our customers include Fortune 500 businesses, larger global law firms, government entities, and more.
We are seeking a Technical Support Engineer to join our Johnstown, CO office. Our Technical Support Engineer is a vital part of our team, responsible for providing technical support and keen troubleshooting skills for our global customers and business partners. This role is highly customer facing and requires a unique mix of client and partner interaction, internal communication, and technical acumen.
As a Technical Support Engineer, you will effectively demonstrate, articulate, and apply an accurate and thorough technical understanding of SeeUnity’s products and solutions, customers’ ECM systems, and customers’ technical and business environments. You will act as an intermediary between our customers and the SeeUnity team to provide expertise and thought leadership in order to produce successful post deployment customer projects. Our Technical Support Engineer position requires a skill set that includes technical knowledge, communication, flexibility, patience, and problem solving.
Key Job Responsibilities
- Provide technical support to SeeUnity’s customers and partners via phone, email, or web portal
- Assist all clients and customers with a sense of commitment, empathy, and urgency
- Troubleshoot product issues and ensure the quality of software within customers’ environments
- Analyze and solve problems related to the SeeUnity product suite, 3rd party software, network, Windows server configurations, and security
- Conduct product quality assurance testing
- Collaborate internally with the Development team and Quality Assurance teams to identify and resolve technical issues
- Provide the Development team with input for product improvements based on customers’ feedback
- Effectively manage multiple support cases simultaneously
- Complete detailed reports with requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
- Assist the team in creating training materials pertaining to SeeUnity’s products, troubleshooting, and usage
- Develop and conduct customer and partner training sessions for system administrators and developers
Preferred Skills
- Possess a Bachelor’s degree in Computer Science, CIS, Engineering, or closely related field
- Excellent project management skills: Project planning and estimating, meeting facilitation, prioritizing, and issue resolution
- Enjoy problem solving in order to support customers
- Awareness of ECM industry trends and ability to apply them in the support process
- Approach difficult situations with humility, honesty, and ownership
- Have an analytical, resourceful, and customer-focused mindset to solve problems quickly and efficiently
- Demonstrate strong verbal, written, and interpersonal communication skills
- Possess an inquisitive and determined attitude in order to discover the root cause of issues experienced by customers
- Ability to analyze client environments and make recommendations based on the client’s business needs
- Experience with Microsoft Windows administration
- Work efficiently in either team or independent environments
- Have experience with Microsoft OneDrive, SharePoint and Teams, HighQ, and common cloud based file sharing applications.
- Have knowledge or experience with the ECM industry and are familiar with platforms such as iManage Work, NetDocuments, OpenText eDOCS, OpenText Content Server, EMC Documentum, IBM FileNet, Alfresco, etc.
- Have experience with Microsoft .NET, SQL Server, and networking concepts
Minimum Requirements
- Two to five years of technical support experience
- Experience with Windows Operating Systems; experience administering client and server environments, file management/folder structure, registry editing, NTFS (file sharing) permissions, and group policy
- Experience with Networking (troubleshooting network related issues, utilizing TCP/IP, ping, IP addressing, ports, FTP, DNS, HTTP, HTTPS, Windows file sharing, routing, firewall knowledge, and VPN connectivity)
- SQL: Ability to perform basic administration functions (create users and databases, understand security models and access, etc.)
- Ability to write basic SQL queries
- Experience with VMWare Workstation configuration and usage
- Comfortable working in and assisting others through remote support tools—WebEx, GoToMeeting, TeamViewer, and RDP
- Able to work independently with minimal supervision
Why Work at SeeUnity?
- Competitive salary BOE
- Excellent medical coverage
- Matching IRA plan
- Paid holidays and PTO
- Opportunities for growth
- Work with global companies and business partners
- Family oriented culture
- Your opinion and expertise will be heard and valued
SeeUnity is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, or any other characteristic protected by law.
Ready to Apply?
Please email info@seeunity.com with your cover letter and resume.
