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Sr Support Engineer at West Corporation in Seattle, Washington

Posted in Other 30+ days ago.

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Job Description:

Flowroute, now part of Intrado, is the first software-based carrier to provide cloud-based communications services and technology. We are also ranked among the best in the area of customer service and industry support. We're proud of our ability to serve our customers and we're looking to share that experience with someone who sees the customer as coming first and handled with the same consideration regardless of level.

We are hiring a talented Sr Support Engineer to join our customer support team. This role will focus on mentoring junior support engineers, providing top-notch technical assistance to our SMB customers and supporting our product and operations teams by tracking issues and suggesting improvements to processes and features.

If you are naturally curious to dive deep into technical issues and looking to make an impact on a small team, this is definitely a role for you. This role will require a rotating "on-call" schedule but the core hours will be daytime Monday-Friday.

At Flowroute, we work with a unified intent, built by many diverse and individualized voices. We achieve this with a series of values the company uses to stay on point. Together, all of us provide an environment that makes our goals achievable as a single unit. Take a look to see how we fit with you.

As a Sr Support Engineer at Flowroute, you will:
  • Mentor new support engineers in technical knowledge and tech support best practices
  • Provide group and 1:1 technical assistance for difficult issues with customers
  • When needed, participate in customer meetings and communications
  • Proactively review cases to identify potential blockers and make suggestions for progressing
  • Model proper usage of processes and tools
  • Ensure the quality of issues reported to the engineering team
  • Identify knowledge base areas that require improvements and lead the implementation of improvements
  • Use metrics and experience to identify hot issues both for individual customers and for groups of customers
  • Champion the implementation of support process and education changes to improve the customer experience
  • Coordinate the roll out of new products within the support team
  • Coordinate with the engineering and marketing teams on product improvements
  • Other duties as assigned

Our Ideal Senior Support Engineer will have:

  • Bachelor's Degree in technical field or equivalent work experience
  • 3-5 years' experience in B2B vendor technical support, preferably SaaS
  • Ability to work with multiple issues and customers in a calm and efficient manner
  • Clear communication skills, both written and verbal
  • Solid understanding of networking concepts, such as NAT, port forwarding, access control lists, DNS, and how these protocols and concepts can impact network traffic
  • Solid mentoring skills with support engineers of all technical levels
  • Ability to prioritize and drive long-term improvements
  • Proficient with command-line operation
  • Bonus: Experience in SIP, common PBX set up/usage and Python scripting
Our solutions connect people with each other, and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.

Intrado has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories.

This position will be posted for 14 days or until the position is filled.

Please Note: The Company has strict background check requirements both pre-employment and during employment. The company conducts pre-employment drug screening and periodic screening during employment. Please note, marijuana remains an illegal drug under federal law. We have federal contracts that require us to be compliant with the federal Drug Free Workplace Act. Intrado is a tobacco free workplace.