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Technical Support Engineer - Verge.io (Remote)

Important: This is a remote-based role!
verge.io
verge.io

Do you have technical problem solving skills plus a passion for challenges in customer service? Verge.io is for you!

About Us:
Verge.io is a software company founded and operated by people passionate about creating better IT through software. We appreciate the transformative power of data and support those who use data to create a better world.

About the role:

As a Technical Support Engineer, you will be providing support to customers, using Verge.io products, in isolating, diagnosing, reproducing, and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills, and be someone who embraces challenges.

Essential Functions:

  • Resolve customer’s issues via the telephone, email, or remote support tool session.
  • Reproducing issues in-house and responding back in a timely manner.
  • Configure and install various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, QoS)
  • Perform network maintenance and system upgrades including service packs, patches, hot fixes, and security configurations
  • Monitor performance and ensure system availability and reliability
  • Monitor system resource utilization, trending, and capacity planning
  • Provide Level-2/3 support and troubleshooting to resolve issues
  • Escalate issues in a timely manner according to Standard Operating Procedures.
  • Leverage internal technical expertise, including peers, mentors, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
  • Create new knowledgebase articles to capture new learning’s for reuse throughout the organization.
  • Read and work with other Technical Support Engineers on cases that will help cultivate that expertise.

About You:

  • Previous work experience in a technical domain. Experience in Virtualization and Cloud computing preferred.
  • CCNP or higher (CCIE or equivalent highly valued)
  • Deep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS)
  • Proven hands-on network engineering experience
  • Solid understanding of the OSI or TCP/IP model
  • Hands-on experience with monitoring, network diagnostic, and network analytics tools
  • Storage concepts/ terminology; hypervisor concepts, knowledge of Microsoft OS products, knowledge of Linux OS.
  • Good interpersonal, communication and customer service skills.
  • Comfortable facing new challenges and technologies.
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.

Extra Credit:

  • Multiplatform Operating Systems Knowledge (Windows, Linux) would be an added advantage

Benefits:

The position comes with excellent pay and benefits

How To Apply

Please submit your resume via our online job portal here:
Job Details
  • Company: verge.io
  • Post Date:September 27, 2021
  • Category: Software/IT
  • Industry: Info Tech/Other Tech
  • Position Type: Full-Time
  • Experience: Mid Level
  • Location: 5799 S. Main St #780
    Clarkston, MI 48347
  • Please submit your resume via our online job portal:
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