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Premium Technical Support

Idera is seeking a Premium Technical Support Engineer to join our team.  If you have excellent problem-solving skills and are independent and self-motivated, yet also highly team-oriented, we want you on our team!

Job Description

  • Manage Premium Support customer cases and needs, including walkthroughs of product training, product installation, and product customization.
  • Routinely communicate with customers in a professional and timely manner by phone, email and chat
  • Maintain accurate case entries including both customer and internal correspondence
  • Perform self-education and training using department procedural documentation, virtual training, historical case review, product documentation and internal databases
  • Document and troubleshoot incoming issues reported by customers 
  • Reproduce issues submitted by customers to identify and report bugs to development
  • Independently develop troubleshooting plans to address complex issues across varied environments
  • Maintain expertise with product features, supported platforms and common customer implementation scenarios
  • Compose public technical articles for customer consumption
  • Work with the development team, product management and documentation team to represent Technical Support and customers in product steering team meetings
  • Make recommendations to improve product reliability, performance, and quality for our products and also for the Technical Support Team
  • Troubleshoot complex cases escalated from Level I
  • Measure and improve quality of Level I
  • Work independently and/or within a team to achieve a high level of customer satisfaction, accomplishment of assigned tasks as scheduled and accountability for quality and quantity of work performed.
  • Manage business critical customer issues with confidence and professionalism

Required Skills:

  • Working knowledge of general Microsoft Windows Server 2008+ technologies such as Server class registry architecture, networking (TCP/UDP), Firewalls, Security Models including Local and Domain, WMI, etc.
  • Strong knowledge of Microsoft SQL Server 2008+, including backup and restore procedures, TSQL, query structure, execution and analysis,performance monitoring, security models, high availability implementations
  • Knowledge of and hands on experience with remote troubleshooting technologies
  • Strong written, verbal and presentation skills
  • Strong problem solving and analytical skills
  • Strong ability to work independently and within a team
  • Ability to multi-task across multiple products within different technology platforms

 

Required Experience:

  • 1 year experience with Microsoft Windows Server 2008 and later
  • 2 – 3 years’ experience in Microsoft SQL Server 2008, and later, administration
  • 2 years’ experience in a technical support Level II or greater customer service role
  • 1 year experience with a  software development company

Any of the Following Experience/Skills a Plus:

  • 3+ years’ experience as a Microsoft SQL Server Administrator
  • 2+ years’ experience as a Microsoft Server Administrator
  • 2 years’ experience with a software development company
  • 1 year experience as Network Administrator
  • 6 months’ experience in Microsoft SQL Server programming
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