39 Technical Support jobs in Elk Grove
Technical Support Engineer - Global Customer Support
92604 Woodbridge, California
SanDisk
Posted today
Job Viewed
Job Description
**Company Description**
Sandisk understands how people and businesses consume data and we relentlessly innovate to deliver solutions that enable today's needs and tomorrow's next big ideas. With a rich history of groundbreaking innovations in Flash and advanced memory technologies, our solutions have become the beating heart of the digital world we're living in and that we have the power to shape.
Sandisk meets people and businesses at the intersection of their aspirations and the moment, enabling them to keep moving and pushing possibility forward. We do this through the balance of our powerhouse manufacturing capabilities and our industry-leading portfolio of products that are recognized globally for innovation, performance and quality.
Sandisk has two facilities recognized by the World Economic Forum as part of the Global Lighthouse Network for advanced 4IR innovations. These facilities were also recognized as Sustainability Lighthouses for breakthroughs in efficient operations. With our global reach, we ensure the global supply chain has access to the Flash memory it needs to keep our world moving forward.
**Job Description**
Provides product technical leadership and serves as the connective tissue between Product/Engineering/Quality and the Global Consumer Support function. Supports all new product introduction and emerging issue training and communication coordination, serving as product support subject matter expert and driving readiness and response efficacy. Interfaces with a broad base of internal and external customers, working to educate this constituency and drive a best-in-class customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
+ Responsible for technical support readiness of new and sustaining products for assigned product lines
+ Responsible for post release and sustaining field analysis of new and sustaining product releases
+ Responsible for call center business partner training, preparation, and readiness
+ Responsible for authoring, review, and publication of self-service customer facing assets including knowledge base content and support video scripting
+ Responsible for end user escalations and driving issue resolution with cross functional teams for assigned product lines
+ Provide technical leadership in call center quality audits and recognize areas of improvement for business partner support teams
+ Provide Tier 3 break fix, issue duplication, troubleshooting, and documentation
+ Update and maintain Readiness and Response Standard Operating Procedures and documentation
+ Responsible for monthly presentations that includes but is not limited to KPI, top call drivers for the designated product lines
+ Responsible for ensuring customer facing product line support and documentation are updated and accurate
+ Engage with Product Marketing, Quality Engineering, eCommerce, GCS Digital Strategy, and Product Management teams to ensure SanDisk products provide the best customer experience
+ Serve as the voice of the customer related to designated product lines
+ Internal escalation points for reported product issues from other departments
+ Actively monitor Community Forums and Product Review channels for emerging issue trends, engaging directly in these forums when necessary and utilizing this intelligence to provide voice of customer insights to cross functional teams and improve content assets as needed
+ Special projects and assignments as determined and required by GCS management
**Qualifications**
REQUIRED:
+ Bachelor's degree in computer science or equivalent
+ 3-5 years' experience working with computers and flash hardware
+ 3 years' experience in Technical Support, Troubleshooting, of data storage products with various operating systems and hardware
+ Thorough working knowledge and experience with Windows, macOS, Bluetooth, and Wireless networks
+ Excellent critical thinking, research and data analytic skills
+ Experience in fast paced environments, and the ability provide quick solution to new problems
+ Proficient in MS Word, Excel, PowerPoint, PivotTables
+ Excellent customer interaction skills-both oral and verbal
+ Acts independently as part of a broader team
+ Expertise in managing projects to accomplish team goals and objectives
+ Success oriented, and results driven
+ Hybrid work from home and office schedule
+ Works on assignments of diverse scope and complexity, requiring judgment in resolving issues or in making recommendations
+ Works on assignments requiring considerable initiative and creativity
+ Understands implications of work and makes recommendations for solutions
+ Requires good judgment in selecting methods, techniques, and prioritizations, for obtaining solutions, results
+ JIRA, Agile, and issue tracking systems experience required
+ Oracle Service Cloud and/or Salesforce CRM experience required
+ Familiar with ROHS, REACH, and compliance documentation
+ Technical writing, active knowledge of HTML coding, and content management required
+ Effective negotiation and conflict resolution skills
+ Expert customer service skills to represent the company in a professional and positive manner
+ Promote and ensure continued customer satisfaction.
PREFERRED:
+ Some Linux knowledge is preferred
+ Some Project Management experience is a plus
+ Experience providing leadership to call center business partners preferred
**Additional Information**
Sandisk is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person's gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person's assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the "Know Your Rights: Workplace Discrimination is Illegal ( " poster. Our pay transparency policy is available here ( .
Sandisk thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.
Sandisk is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
Based on our experience, we anticipate that the application deadline will be **09/03/2025** (3 months from posting), although we reserve the right to close the application process sooner if we hire an applicant for this position before the application deadline. If we are not able to hire someone from this role before the application deadline, we will update this posting with a new anticipated application deadline.
**Compensation & Benefits Details**
+ An employee's pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
+ The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York. This range may be modified in the future.
+ You will be eligible to participate in Sandisk's Short-Term Incentive (STI) Plan, which provides incentive awards based on Company and individual performance. Depending on your role and your performance, you may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Sandisk's Standard Terms and Conditions for Restricted Stock Unit Awards.
+ We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program, employee stock purchase plan, and the Sandisk's Savings 401(k) Plan.
+ Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
Sandisk understands how people and businesses consume data and we relentlessly innovate to deliver solutions that enable today's needs and tomorrow's next big ideas. With a rich history of groundbreaking innovations in Flash and advanced memory technologies, our solutions have become the beating heart of the digital world we're living in and that we have the power to shape.
Sandisk meets people and businesses at the intersection of their aspirations and the moment, enabling them to keep moving and pushing possibility forward. We do this through the balance of our powerhouse manufacturing capabilities and our industry-leading portfolio of products that are recognized globally for innovation, performance and quality.
Sandisk has two facilities recognized by the World Economic Forum as part of the Global Lighthouse Network for advanced 4IR innovations. These facilities were also recognized as Sustainability Lighthouses for breakthroughs in efficient operations. With our global reach, we ensure the global supply chain has access to the Flash memory it needs to keep our world moving forward.
**Job Description**
Provides product technical leadership and serves as the connective tissue between Product/Engineering/Quality and the Global Consumer Support function. Supports all new product introduction and emerging issue training and communication coordination, serving as product support subject matter expert and driving readiness and response efficacy. Interfaces with a broad base of internal and external customers, working to educate this constituency and drive a best-in-class customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
+ Responsible for technical support readiness of new and sustaining products for assigned product lines
+ Responsible for post release and sustaining field analysis of new and sustaining product releases
+ Responsible for call center business partner training, preparation, and readiness
+ Responsible for authoring, review, and publication of self-service customer facing assets including knowledge base content and support video scripting
+ Responsible for end user escalations and driving issue resolution with cross functional teams for assigned product lines
+ Provide technical leadership in call center quality audits and recognize areas of improvement for business partner support teams
+ Provide Tier 3 break fix, issue duplication, troubleshooting, and documentation
+ Update and maintain Readiness and Response Standard Operating Procedures and documentation
+ Responsible for monthly presentations that includes but is not limited to KPI, top call drivers for the designated product lines
+ Responsible for ensuring customer facing product line support and documentation are updated and accurate
+ Engage with Product Marketing, Quality Engineering, eCommerce, GCS Digital Strategy, and Product Management teams to ensure SanDisk products provide the best customer experience
+ Serve as the voice of the customer related to designated product lines
+ Internal escalation points for reported product issues from other departments
+ Actively monitor Community Forums and Product Review channels for emerging issue trends, engaging directly in these forums when necessary and utilizing this intelligence to provide voice of customer insights to cross functional teams and improve content assets as needed
+ Special projects and assignments as determined and required by GCS management
**Qualifications**
REQUIRED:
+ Bachelor's degree in computer science or equivalent
+ 3-5 years' experience working with computers and flash hardware
+ 3 years' experience in Technical Support, Troubleshooting, of data storage products with various operating systems and hardware
+ Thorough working knowledge and experience with Windows, macOS, Bluetooth, and Wireless networks
+ Excellent critical thinking, research and data analytic skills
+ Experience in fast paced environments, and the ability provide quick solution to new problems
+ Proficient in MS Word, Excel, PowerPoint, PivotTables
+ Excellent customer interaction skills-both oral and verbal
+ Acts independently as part of a broader team
+ Expertise in managing projects to accomplish team goals and objectives
+ Success oriented, and results driven
+ Hybrid work from home and office schedule
+ Works on assignments of diverse scope and complexity, requiring judgment in resolving issues or in making recommendations
+ Works on assignments requiring considerable initiative and creativity
+ Understands implications of work and makes recommendations for solutions
+ Requires good judgment in selecting methods, techniques, and prioritizations, for obtaining solutions, results
+ JIRA, Agile, and issue tracking systems experience required
+ Oracle Service Cloud and/or Salesforce CRM experience required
+ Familiar with ROHS, REACH, and compliance documentation
+ Technical writing, active knowledge of HTML coding, and content management required
+ Effective negotiation and conflict resolution skills
+ Expert customer service skills to represent the company in a professional and positive manner
+ Promote and ensure continued customer satisfaction.
PREFERRED:
+ Some Linux knowledge is preferred
+ Some Project Management experience is a plus
+ Experience providing leadership to call center business partners preferred
**Additional Information**
Sandisk is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person's gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person's assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the "Know Your Rights: Workplace Discrimination is Illegal ( " poster. Our pay transparency policy is available here ( .
Sandisk thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.
Sandisk is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
Based on our experience, we anticipate that the application deadline will be **09/03/2025** (3 months from posting), although we reserve the right to close the application process sooner if we hire an applicant for this position before the application deadline. If we are not able to hire someone from this role before the application deadline, we will update this posting with a new anticipated application deadline.
**Compensation & Benefits Details**
+ An employee's pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
+ The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York. This range may be modified in the future.
+ You will be eligible to participate in Sandisk's Short-Term Incentive (STI) Plan, which provides incentive awards based on Company and individual performance. Depending on your role and your performance, you may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Sandisk's Standard Terms and Conditions for Restricted Stock Unit Awards.
+ We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program, employee stock purchase plan, and the Sandisk's Savings 401(k) Plan.
+ Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
View Now
0
Technical Support Analyst
95765 Rocklin, California
TEKsystems
Posted 3 days ago
Job Viewed
Job Description
*Description*
This job contributes to success by acting as a first point of contact within the Enterprise Help Desk (EHD) for information systems user problems. Responds to routine hardware/software problems and/or questions related to Point of Sale (POS) and End-User Support (EUS), including field LAN/WAN (local area network/wide area network) offices and distribution centers nationally. Models and acts in accordance with Williams-Sonoma Inc's guiding principles.
ESSENTIAL FUNCTIONS:
* Assists in identifying trends in continuing hardware, software or systems problems.
* Documents user problems, resolution, and new solutions for future reference using EHD tools and resources.
* Maintains regular and consistent attendance and punctuality.
* Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment.
* Refers user problems to EHD Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution.
* Associate degree in a technical or computer related field of study, or equivalent related experience
* 2-5 years of related work experience
* Help desk or customer support environment supporting various hardware, software and personal computer tools (1 year).
* Problem management and knowledge base tools (1 year).
* Retail Point of Sale systems and or computing systems (1 year) Required Knowledge, Skills and Abilities.
* Ability to communicate clearly and concisely, both orally and in writing.
* Ability to handle multiple tasks.
* Ability to work in a fast-paced and changing environment.
* Ability to work as part of a team.
* Ability to deliver customer service to users with various levels of computer knowledge.
* Ability to work with users of various levels of computer knowledge.
* Strong technical aptitude and troubleshooting skills.
*Skills*
Access, MS Word, Queries, Password Reset, XP, Helpdesk, Escalation, Support, Ticketing System, Help desk, Support, Active directory, Office 365, Windows 7, Desktop, O365, Servicenow, Service management, Customer service, Service desk, Troubleshooting, Help desk support, Windows 10, Windows
*Top Skills Details*
Access, MS Word, Queries, Password Reset, XP, Helpdesk, Escalation, Support, Ticketing System,Help desk,Support,Active directory,Office 365,Windows 7,Desktop
*Additional Skills & Qualifications*
Customer Service, Store Support, Helpdesk, problem solving, troubleshooting, visualization, flexibility, promptness, and excellent communication,
*Experience Level*
Intermediate Level
*Pay and Benefits*
The pay range for this position is $17.00 - $18.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*
This is a hybrid position in Rocklin,CA.
*Application Deadline*
This position is anticipated to close on Jul 26, 2025.
h4>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
View Now
1
Technical Support Specialist
95828 Florin, California
Brainlab
Posted 22 days ago
Job Viewed
Job Description
Company Description
Brainlab revolutionized digital medical technology with the introduction of software for radiosurgery and surgical navigation. Today, Brainlab is an industry leader in digital surgery, radiotherapy and integrated operating rooms.
Serving physicians, medical professionals and patients in 6,000+ hospitals in 121 countries, we're transforming healthcare to improve the lives of patients everywhere.
We employ over 2,000 people in 25 locations worldwide. Close-knit teams made of talented, curious and authentic people are working together toward a common goal.
Together we're dedicated to making an impact.
Sound like you?
Join and grow with us.
Job Description
Additional Information
In return for the experiences listed above we will provide a business casual environment, competitive compensation package including medical, dental, life, LTD, STD, and matching 401k benefits and much more.
Visit us at:
Brainlab, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Covid-19 vaccination, including applicable booster(s), may be required if the position requires onsite presence at Brainlab customer sites. Legally allowed exemptions may apply.
Brainlab participates in E-Verify, more information can be found here. To also review the EEO Law Poster, please click here.
If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to
Brainlab revolutionized digital medical technology with the introduction of software for radiosurgery and surgical navigation. Today, Brainlab is an industry leader in digital surgery, radiotherapy and integrated operating rooms.
Serving physicians, medical professionals and patients in 6,000+ hospitals in 121 countries, we're transforming healthcare to improve the lives of patients everywhere.
We employ over 2,000 people in 25 locations worldwide. Close-knit teams made of talented, curious and authentic people are working together toward a common goal.
Together we're dedicated to making an impact.
Sound like you?
Join and grow with us.
Job Description
- Provide remote support (phone and screen sharing sessions) for Oncology and Surgery Business products - including clinical workflows that involve both Software and Hardware
- Delivery of professional service on the customer hotline according to the SOP Hotline
- Able to apply job skills successfully under stressful conditions while supporting multiple customers using products in a clinical environment
- Optimize service quality and maximize customer satisfaction
- Document in Salesforce all remote support actions (phone call, email, Brainlab Connected Care session) with relevant customer communication and deliverables.
- Independently perform routine troubleshooting by providing remote guidance and assistance to clinical users during treatment
- Keep customers up-to-date regarding their cases and complaints
- Field customer questions/requests and conduct investigations to resolve issues consistent with established policies and procedures
- Maintain control of large-scale issues with proper reporting and updates
- Read, analyze, interpret and digest product information for new Brainlab product releases
- Meet personal/team qualitative and quantitative targets
- Salary range 55-75k
- B.S. in Biomedical Engineering, Computer Engineering or equivalent life sciences (i.e. Biology, Neuroscience) or STEM field. Two year Associate's degree with relevant clinical / technical support experience may also be considered
- High comfort level with software and technology in general
- Previous experience in any type of customer service role is preferred
- The ideal candidate accepts ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.
- Excellent written and verbal communication skills in English. Additional fluency in Spanish and/or Portuguese will be a plus
- Strong phone and verbal communication skills along with active listening
- Detail oriented individual with strong problem solving skills
- Must be a self-starter, working without close supervision and be able to complete tasks on time according to established policies and procedures
- Strong sense of professionalism, with the confidence and adaptability to different personality types, including senior management
- Ability to multi-task, set priorities and manage time effectively
- Works well in a team environment and individually
- Ability to travel 20% for training during the first six months. Travel for 10% thereafter
Additional Information
In return for the experiences listed above we will provide a business casual environment, competitive compensation package including medical, dental, life, LTD, STD, and matching 401k benefits and much more.
Visit us at:
Brainlab, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Covid-19 vaccination, including applicable booster(s), may be required if the position requires onsite presence at Brainlab customer sites. Legally allowed exemptions may apply.
Brainlab participates in E-Verify, more information can be found here. To also review the EEO Law Poster, please click here.
If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to
View Now
2
SVP, Technical Support
94278 Sacramento, California
iCIMS
Posted today
Job Viewed
Job Description
**Job Overview**
The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.
You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.
**About Us**
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
**Responsibilities**
**Customer Strategy & Experience**
+ Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.
+ Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.
+ Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.
+ Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.
+ Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.
**Operational Excellence & Innovation**
+ Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.
+ Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.
+ Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.
+ Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.
+ Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.
**Team Leadership & Culture**
+ Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.
+ Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.
+ Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.
**Financial & Cross-Functional Leadership**
+ Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.
+ Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.
+ Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.
+ Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.
**Qualifications**
+ 15+ years of progressive leadership experience in global customer support or technical services roles.
+ Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability
+ Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle
+ Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes
+ Demonstrated success building high-performing, inclusive teams and leading through organizational change
+ Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies
+ Exceptional communication and executive presence, with the ability to influence stakeholders at all levels
+ Passion for customer advocacy and ongoing service innovation
**EEO Statement**
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .
**Compensation and Benefits**
We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.
The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.
Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:
The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.
You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.
**About Us**
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
**Responsibilities**
**Customer Strategy & Experience**
+ Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.
+ Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.
+ Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.
+ Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.
+ Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.
**Operational Excellence & Innovation**
+ Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.
+ Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.
+ Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.
+ Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.
+ Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.
**Team Leadership & Culture**
+ Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.
+ Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.
+ Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.
**Financial & Cross-Functional Leadership**
+ Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.
+ Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.
+ Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.
+ Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.
**Qualifications**
+ 15+ years of progressive leadership experience in global customer support or technical services roles.
+ Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability
+ Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle
+ Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes
+ Demonstrated success building high-performing, inclusive teams and leading through organizational change
+ Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies
+ Exceptional communication and executive presence, with the ability to influence stakeholders at all levels
+ Passion for customer advocacy and ongoing service innovation
**EEO Statement**
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .
**Compensation and Benefits**
We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.
The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.
Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:
View Now
3
Technical Support Analyst
95677 Rocklin, California
TEKsystems
Posted today
Job Viewed
Job Description
Description
This job contributes to success by acting as a first point of contact within the Enterprise Help Desk (EHD) for information systems user problems. Responds to routine hardware/software problems and/or questions related to Point of Sale (POS) and End-User Support (EUS), including field LAN/WAN (local area network/wide area network) offices and distribution centers nationally. Models and acts in accordance with Williams-Sonoma Inc's guiding principles.
ESSENTIAL FUNCTIONS:
- Assists in identifying trends in continuing hardware, software or systems problems.
- Documents user problems, resolution, and new solutions for future reference using EHD tools and resources.
- Maintains regular and consistent attendance and punctuality.
- Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment.
- Refers user problems to EHD Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution.
- Associate degree in a technical or computer related field of study, or equivalent related experience
- 2-5 years of related work experience
- Help desk or customer support environment supporting various hardware, software and personal computer tools (1 year).
- Problem management and knowledge base tools (1 year).
- Retail Point of Sale systems and or computing systems (1 year) Required Knowledge, Skills and Abilities.
- Ability to communicate clearly and concisely, both orally and in writing.
- Ability to handle multiple tasks.
- Ability to work in a fast-paced and changing environment.
- Ability to work as part of a team.
- Ability to deliver customer service to users with various levels of computer knowledge.
- Ability to work with users of various levels of computer knowledge.
- Strong technical aptitude and troubleshooting skills.
Skills
Access, MS Word, Queries, Password Reset, XP, Helpdesk, Escalation, Support, Ticketing System, Help desk, Support, Active directory, Office 365, Windows 7, Desktop, O365, Servicenow, Service management, Customer service, Service desk, Troubleshooting, Help desk support, Windows 10, Windows
Top Skills Details
Access, MS Word, Queries, Password Reset, XP, Helpdesk, Escalation, Support, Ticketing System,Help desk,Support,Active directory,Office 365,Windows 7,Desktop
Additional Skills & Qualifications
Customer Service, Store Support, Helpdesk, problem solving, troubleshooting, visualization, flexibility, promptness, and excellent communication,
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $17.00 - $18.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Rocklin,CA.
Application Deadline
This position is anticipated to close on Jul 26, 2025.
h4>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
This job contributes to success by acting as a first point of contact within the Enterprise Help Desk (EHD) for information systems user problems. Responds to routine hardware/software problems and/or questions related to Point of Sale (POS) and End-User Support (EUS), including field LAN/WAN (local area network/wide area network) offices and distribution centers nationally. Models and acts in accordance with Williams-Sonoma Inc's guiding principles.
ESSENTIAL FUNCTIONS:
- Assists in identifying trends in continuing hardware, software or systems problems.
- Documents user problems, resolution, and new solutions for future reference using EHD tools and resources.
- Maintains regular and consistent attendance and punctuality.
- Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment.
- Refers user problems to EHD Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution.
- Associate degree in a technical or computer related field of study, or equivalent related experience
- 2-5 years of related work experience
- Help desk or customer support environment supporting various hardware, software and personal computer tools (1 year).
- Problem management and knowledge base tools (1 year).
- Retail Point of Sale systems and or computing systems (1 year) Required Knowledge, Skills and Abilities.
- Ability to communicate clearly and concisely, both orally and in writing.
- Ability to handle multiple tasks.
- Ability to work in a fast-paced and changing environment.
- Ability to work as part of a team.
- Ability to deliver customer service to users with various levels of computer knowledge.
- Ability to work with users of various levels of computer knowledge.
- Strong technical aptitude and troubleshooting skills.
Skills
Access, MS Word, Queries, Password Reset, XP, Helpdesk, Escalation, Support, Ticketing System, Help desk, Support, Active directory, Office 365, Windows 7, Desktop, O365, Servicenow, Service management, Customer service, Service desk, Troubleshooting, Help desk support, Windows 10, Windows
Top Skills Details
Access, MS Word, Queries, Password Reset, XP, Helpdesk, Escalation, Support, Ticketing System,Help desk,Support,Active directory,Office 365,Windows 7,Desktop
Additional Skills & Qualifications
Customer Service, Store Support, Helpdesk, problem solving, troubleshooting, visualization, flexibility, promptness, and excellent communication,
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $17.00 - $18.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Rocklin,CA.
Application Deadline
This position is anticipated to close on Jul 26, 2025.
h4>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
View Now
4
Technical Support Specialist - VOIP
95678 Roseville, California
ZipRecruiter
Posted 8 days ago
Job Viewed
Job Description
Job DescriptionJob Description
About Us:
At WiZiX Technology Group Inc. , we are a leading provider of VOIP phone systems and communication solutions, helping businesses streamline their operations with reliable and efficient technology. We are looking for a motivated and detail-oriented VOIP Support Technician to join our team at our call center and provide excellent support to our clients. This role is ideal for someone with strong expertise in VOIP systems who excels in a fast-paced, customer-focused environment.
Job Description:
As a VOIP Support Technician at WiZiX Technology Group Inc. , you will be responsible for providing technical support over the phone for VOIP phone systems. You will troubleshoot, configure, and maintain systems, ensuring that all customer issues are resolved quickly and effectively. You will also work with both customers and internal teams to guarantee a high level of customer satisfaction.
Key Responsibilities:
-
Provide phone-based support for VOIP phone systems, including troubleshooting, configuration, and system maintenance.
-
Diagnose and resolve issues related to phone lines, call quality, network connectivity, and hardware components.
-
Assist with the setup, configuration, and customization of VOIP systems based on customer specifications.
-
Maintain detailed records of service requests and resolutions.
-
Monitor system performance and proactively identify potential issues or upgrades.
-
Collaborate with internal teams at WiZiX Technology Group Inc. to improve system performance and customer satisfaction.
-
Stay up-to-date with industry best practices and product updates.
Required Qualifications:
-
Proven experience with VOIP phone systems (installation, troubleshooting, maintenance).
-
Strong understanding of networking concepts, including IP addressing, routing, and DNS.
-
Experience with common VOIP platforms
-
Ability to provide high-level customer service and communicate technical issues clearly to non-technical customers.
-
Excellent problem-solving skills and the ability to troubleshoot technical issues over the phone.
-
Ability to manage multiple tasks and prioritize effectively in a busy call center environment.
-
Strong communication and interpersonal skills.
Qualifications:
-
Relevant certifications
-
Experience with cloud-based phone systems and integrations.
-
Familiarity with ticketing systems and remote support tools.
Why Join Us?
-
Supportive Team: Work in a collaborative and friendly call center environment with a team of professionals.
-
Growth Opportunities: We value personal and professional development, with opportunities for advancement within WiZiX Technology Group Inc. .
-
Competitive Salary & Benefits: Enjoy a competitive salary, benefits package, and paid time off.
How to Apply:
Please submit your resume and a brief cover letter explaining your experience with VOIP systems
We look forward to hearing from you!
About WiZiX:
WiZiX Technology Group, Inc. is a leading provider of office equipment & technology solutions in California and Nevada.
WiZiX offers a wide range of products, including Copiers, Printers, Scanners, and other office equipment from top brands such as Kyocera, Toshiba, Ricoh, and Brother. WiZiX also provides VoIP Phone Systems, Managed Print Services, Document Management Systems, EV Charging Stations.
At WiZiX, our mission is to provide the highest level of customer service, support, and technology solutions to our clients, enabling them to focus on growing their business and achieving their goals without having to worry about their office technologies.
View Now
5
Technical Support Specialist - VOIP
95678 Roseville, California
WiZiX TECHNOLOGY GROUP INC
Posted 16 days ago
Job Viewed
Job Description
About Us:
At WiZiX Technology Group Inc. , we are a leading provider of VOIP phone systems and communication solutions, helping businesses streamline their operations with reliable and efficient technology. We are looking for a motivated and detail-oriented VOIP Support Technician to join our team at our call center and provide excellent support to our clients. This role is ideal for someone with strong expertise in VOIP systems who excels in a fast-paced, customer-focused environment.
Job Description:
As a VOIP Support Technician at WiZiX Technology Group Inc. , you will be responsible for providing technical support over the phone for VOIP phone systems. You will troubleshoot, configure, and maintain systems, ensuring that all customer issues are resolved quickly and effectively. You will also work with both customers and internal teams to guarantee a high level of customer satisfaction.
Key Responsibilities:
How to Apply:
Please submit your resume and a brief cover letter explaining your experience with VOIP systems
We look forward to hearing from you!
About WiZiX:
WiZiX Technology Group, Inc. is a leading provider of office equipment & technology solutions in California and Nevada.
WiZiX offers a wide range of products, including Copiers, Printers, Scanners, and other office equipment from top brands such as Kyocera, Toshiba, Ricoh, and Brother. WiZiX also provides VoIP Phone Systems, Managed Print Services, Document Management Systems, EV Charging Stations.
At WiZiX, our mission is to provide the highest level of customer service, support, and technology solutions to our clients, enabling them to focus on growing their business and achieving their goals without having to worry about their office technologies.
At WiZiX Technology Group Inc. , we are a leading provider of VOIP phone systems and communication solutions, helping businesses streamline their operations with reliable and efficient technology. We are looking for a motivated and detail-oriented VOIP Support Technician to join our team at our call center and provide excellent support to our clients. This role is ideal for someone with strong expertise in VOIP systems who excels in a fast-paced, customer-focused environment.
Job Description:
As a VOIP Support Technician at WiZiX Technology Group Inc. , you will be responsible for providing technical support over the phone for VOIP phone systems. You will troubleshoot, configure, and maintain systems, ensuring that all customer issues are resolved quickly and effectively. You will also work with both customers and internal teams to guarantee a high level of customer satisfaction.
Key Responsibilities:
- Provide phone-based support for VOIP phone systems, including troubleshooting, configuration, and system maintenance.
- Diagnose and resolve issues related to phone lines, call quality, network connectivity, and hardware components.
- Assist with the setup, configuration, and customization of VOIP systems based on customer specifications.
- Maintain detailed records of service requests and resolutions.
- Monitor system performance and proactively identify potential issues or upgrades.
- Collaborate with internal teams at WiZiX Technology Group Inc. to improve system performance and customer satisfaction.
- Stay up-to-date with industry best practices and product updates.
- Proven experience with VOIP phone systems (installation, troubleshooting, maintenance).
- Strong understanding of networking concepts, including IP addressing, routing, and DNS.
- Experience with common VOIP platforms
- Ability to provide high-level customer service and communicate technical issues clearly to non-technical customers.
- Excellent problem-solving skills and the ability to troubleshoot technical issues over the phone.
- Ability to manage multiple tasks and prioritize effectively in a busy call center environment.
- Strong communication and interpersonal skills.
- Relevant certifications
- Experience with cloud-based phone systems and integrations.
- Familiarity with ticketing systems and remote support tools.
- Supportive Team: Work in a collaborative and friendly call center environment with a team of professionals.
- Growth Opportunities: We value personal and professional development, with opportunities for advancement within WiZiX Technology Group Inc. .
- Competitive Salary & Benefits: Enjoy a competitive salary, benefits package, and paid time off.
How to Apply:
Please submit your resume and a brief cover letter explaining your experience with VOIP systems
We look forward to hearing from you!
About WiZiX:
WiZiX Technology Group, Inc. is a leading provider of office equipment & technology solutions in California and Nevada.
WiZiX offers a wide range of products, including Copiers, Printers, Scanners, and other office equipment from top brands such as Kyocera, Toshiba, Ricoh, and Brother. WiZiX also provides VoIP Phone Systems, Managed Print Services, Document Management Systems, EV Charging Stations.
At WiZiX, our mission is to provide the highest level of customer service, support, and technology solutions to our clients, enabling them to focus on growing their business and achieving their goals without having to worry about their office technologies.
View Now
Be The First To Know
About the latest Technical support Jobs in Elk Grove !
6
Senior Technical Support Engineer
94278 Sacramento, California
Red Hat
Posted today
Job Viewed
Job Description
Red Hat is seeking a Senior Technical Support Engineer with a strong background in OpenShift, Kubernetes, cluster deployment, and configuration to join our Managed Cloud Services Customer Experience team. This is a US-based remote position.
The Red Hat Cloud & AI Platforms Services organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Cloud Services and AI Platforms. Our team provides world-class support service to Red Hat customers and partners around the globe for our many Platform as a Service (PaaS) and Software as a Service (SaaS) offerings. We primarily support Red Hat OpenShift on AWS (ROSA), Azure Red Hat OpenShift (ARO), OpenShift Dedicated on AWS and GCP (OSD), and Red Hat OpenShift AI (RHOAI). We are a global team and strive to cultivate a transparent environment that makes room for different voices. We learn from our failures in a blameless environment to support the team's continuous improvement. This position is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader in open source software.
What you will do:
+ Commitment to providing an exceptional customer experience by using professional communication and applying product knowledge and deep troubleshooting to perform direct actions in cluster environments to resolve various issues.
+ Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency.
+ Act as the direct contact and advisor for customer inquiries and issues with their Cloud Services through our Customer Portal, conference calls, and remote access.
+ Proactively analyze cluster status, identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.
+ Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.
+ Create and maintain knowledge articles aligned with the KCS (Knowledge-Centered Service) methodology.
+ Partner with internal teams and external parties to deliver seamless infrastructure support for Red Hat's Cloud Services.
+ Manage incident and issue workloads to ensure that all customer issues are handled and resolved in a timely manner.
+ Maintain a strong work ethic, able to work effectively as part of a team, and focus on customers and resolving their issues.
+ Be available to perform weekend shift duties on a rotational schedule.
What you will bring:
+ 5+ years of experience in a customer-facing technical support or solutions engineering role.
+ Proven experience in Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (e.g., CRI-O, Kubernetes, xKS, Docker, OpenShift Container Platform).
+ Experience with developer workflows, Continuous Integration (e.g., Jenkins), and Continuous Deployment paradigms.
+ Exceptional technical, analytical, and troubleshooting skills using tools like curl, strace, oc (kubectl), and Wireshark analysis to investigate and form precise action plans for issue remediation with components such as networking, system performance issues, Kubernetes, OpenShift Container Platform, Service Mesh, and RESTful API calls.
+ Experience working with tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc.
+ Experience working with configuration management tools (e.g., Ansible, Terraform) and monitoring and automation tools (e.g., Ansible, Splunk).
+ Proficient scripting and automation skills (e.g., Python, Bash, Go) to convert manual and maintenance functions into fully orchestrated automation is a plus.
+ Ability to operate in complex, highly secure, and highly available environments and interact with Site Reliability Engineering (SRE) domain experts maintaining those environments.
+ Familiarity with established ITIL practices such as Incident, Change, Problem, and Release Management.
+ Excellent English communication skills (written and verbal) and interpersonal skills, with a desire to mentor other members of the support team and share technical knowledge in a helpful and timely fashion.
+ Experience logging issues and working with issue tracking tools such as Jira.
+ Ability to work effectively as part of an agile team, actively communicate status, and complete deliverables on schedule with a strong sense of initiative and ownership.
+ Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
+ Ability to work effectively and collaborate within a geographically distributed, global team.
The salary range for this position is $84,400.00 - $134,970.00. Actual offer will be based on your qualifications.
**Pay Transparency**
Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat's compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.
**About Red Hat**
Red Hat ( is the world's leading provider of enterprise open source ( software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
**Benefits**
? Comprehensive medical, dental, and vision coverage
? Flexible Spending Account - healthcare and dependent care
? Health Savings Account - high deductible medical plan
? Retirement 401(k) with employer match
? Paid time off and holidays
? Paid parental leave plans for all new parents
? Leave benefits including disability, paid family medical leave, and paid military leave
? Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!
**Note:** These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.
**Inclusion at Red Hat**
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
**Equal Opportunity Policy (EEO)**
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
**Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.**
**Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email** ** ** **.** **General inquiries, such as those regarding the status of a job application, will not receive a reply.**
The Red Hat Cloud & AI Platforms Services organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Cloud Services and AI Platforms. Our team provides world-class support service to Red Hat customers and partners around the globe for our many Platform as a Service (PaaS) and Software as a Service (SaaS) offerings. We primarily support Red Hat OpenShift on AWS (ROSA), Azure Red Hat OpenShift (ARO), OpenShift Dedicated on AWS and GCP (OSD), and Red Hat OpenShift AI (RHOAI). We are a global team and strive to cultivate a transparent environment that makes room for different voices. We learn from our failures in a blameless environment to support the team's continuous improvement. This position is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader in open source software.
What you will do:
+ Commitment to providing an exceptional customer experience by using professional communication and applying product knowledge and deep troubleshooting to perform direct actions in cluster environments to resolve various issues.
+ Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency.
+ Act as the direct contact and advisor for customer inquiries and issues with their Cloud Services through our Customer Portal, conference calls, and remote access.
+ Proactively analyze cluster status, identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.
+ Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.
+ Create and maintain knowledge articles aligned with the KCS (Knowledge-Centered Service) methodology.
+ Partner with internal teams and external parties to deliver seamless infrastructure support for Red Hat's Cloud Services.
+ Manage incident and issue workloads to ensure that all customer issues are handled and resolved in a timely manner.
+ Maintain a strong work ethic, able to work effectively as part of a team, and focus on customers and resolving their issues.
+ Be available to perform weekend shift duties on a rotational schedule.
What you will bring:
+ 5+ years of experience in a customer-facing technical support or solutions engineering role.
+ Proven experience in Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (e.g., CRI-O, Kubernetes, xKS, Docker, OpenShift Container Platform).
+ Experience with developer workflows, Continuous Integration (e.g., Jenkins), and Continuous Deployment paradigms.
+ Exceptional technical, analytical, and troubleshooting skills using tools like curl, strace, oc (kubectl), and Wireshark analysis to investigate and form precise action plans for issue remediation with components such as networking, system performance issues, Kubernetes, OpenShift Container Platform, Service Mesh, and RESTful API calls.
+ Experience working with tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc.
+ Experience working with configuration management tools (e.g., Ansible, Terraform) and monitoring and automation tools (e.g., Ansible, Splunk).
+ Proficient scripting and automation skills (e.g., Python, Bash, Go) to convert manual and maintenance functions into fully orchestrated automation is a plus.
+ Ability to operate in complex, highly secure, and highly available environments and interact with Site Reliability Engineering (SRE) domain experts maintaining those environments.
+ Familiarity with established ITIL practices such as Incident, Change, Problem, and Release Management.
+ Excellent English communication skills (written and verbal) and interpersonal skills, with a desire to mentor other members of the support team and share technical knowledge in a helpful and timely fashion.
+ Experience logging issues and working with issue tracking tools such as Jira.
+ Ability to work effectively as part of an agile team, actively communicate status, and complete deliverables on schedule with a strong sense of initiative and ownership.
+ Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
+ Ability to work effectively and collaborate within a geographically distributed, global team.
The salary range for this position is $84,400.00 - $134,970.00. Actual offer will be based on your qualifications.
**Pay Transparency**
Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat's compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.
**About Red Hat**
Red Hat ( is the world's leading provider of enterprise open source ( software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
**Benefits**
? Comprehensive medical, dental, and vision coverage
? Flexible Spending Account - healthcare and dependent care
? Health Savings Account - high deductible medical plan
? Retirement 401(k) with employer match
? Paid time off and holidays
? Paid parental leave plans for all new parents
? Leave benefits including disability, paid family medical leave, and paid military leave
? Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!
**Note:** These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.
**Inclusion at Red Hat**
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
**Equal Opportunity Policy (EEO)**
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
**Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.**
**Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email** ** ** **.** **General inquiries, such as those regarding the status of a job application, will not receive a reply.**
View Now
7
Senior Technical Support Engineer
94278 Sacramento, California
Rocket Software
Posted today
Job Viewed
Job Description
**It's fun to work in a company where people truly BELIEVE in what they're doing!**
**Job Description Summary:**
The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permeant solutions.
**Essential Duties and Responsibilities** :
+ Able to assess customer needs, troubleshoot and set expectations for quick resolution
+ Verify accuracy of business impact statement as provided by the customer
+ Independently perform problem verification by confirming a customer's environment, error messages, and symptoms of a problem
+ Routine use of testing tools; may define and recommend testing tools
+ Research complex for resolution cases using knowledge bases, documentation etc.
+ Develop reproducible cases, when necessary
+ Prepare, recommend and implement solutions
+ Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members
+ Address and manage critical situation issues as an escalation expert across several products
+ Assist, mentor and train other Support Engineers at different levels
+ Participate in internal projects and other work as directed
+ Ongoing self-directed learning to expand expertise of Rocket Software products
+ Regularly contribute to training content
+ Collaborate with Product Development Managers
+ May serve as designated point of contact or support coordinator for large customer
+ Act as project lead on assigned projects; may act as organizational team lead
**Qualifications:**
+ 8+ years of experience in technical support or similar role with deep technical knowledge of
+ z/OS mainframes
+ Experience with z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.
+ SQL, Data Virtualization, CDC
+ Operating system knowledge: Windows, Unix, Linux.
+ Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.
+ Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS
+ Available for some after hours, weekend and holiday work
+ Strong communication and problem-solving skills
+ Strong customer service skills in interacting with both internal and external customers.
+ Demonstrated experience adapting to change and managing priorities
+ Commitment to Rocket core values of empathy, trust, love and caring.
**Additional skills that are helpful to have, but not required:**
+ Knowledge of Spark, Python, Java, Rexx
+ Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.
+ Knowledge/experience with ODBC/JDBC.
+ Knowledge/experience of DB2 utilities and DB2 stored procedures.
+ Knowledge/experience of DB2 LUW.
+ Knowledge/experience with Visual Studio .NET.
+ Knowledge/experience in z/OS Cobol or Natural.
+ Knowledge/experience in Microsoft SQL Server or Oracle
+ Knowledge/experience working with RACF, ACF2 or Top Secret.
+ Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.
+ Knowledge of Network topology.
+ Knowledge/experience with the following is a plus: tcVision, Rocket Data Replicate and Sync
**Information Security:**
Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.
**Diversity, Inclusion & Equity:**
At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.
#LI-SD1
#LI-Remote
.
**What Rocket Software can offer you in USA:**
**Unlimited Vacation Time as well as paid holidays and sick time**
**Health and Wellness coverage options for Rocketeers and dependents**
**Life and disability coverage**
**Fidelity 401(k) and Roth Retirement Savings with matching contributions**
**Monthly student debt benefit program**
**Tuition Reimbursement and Certificate Reimbursement Program opportunities**
**Leadership and skills training opportunities**
EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: or send an email to We will make a determination on your request for reasonable accommodation on a case-by-case basis.
_It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability._
_If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!_
Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day.
At Rocket, software is about more than just code-it's about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we're serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.
Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.
**Job Description Summary:**
The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permeant solutions.
**Essential Duties and Responsibilities** :
+ Able to assess customer needs, troubleshoot and set expectations for quick resolution
+ Verify accuracy of business impact statement as provided by the customer
+ Independently perform problem verification by confirming a customer's environment, error messages, and symptoms of a problem
+ Routine use of testing tools; may define and recommend testing tools
+ Research complex for resolution cases using knowledge bases, documentation etc.
+ Develop reproducible cases, when necessary
+ Prepare, recommend and implement solutions
+ Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members
+ Address and manage critical situation issues as an escalation expert across several products
+ Assist, mentor and train other Support Engineers at different levels
+ Participate in internal projects and other work as directed
+ Ongoing self-directed learning to expand expertise of Rocket Software products
+ Regularly contribute to training content
+ Collaborate with Product Development Managers
+ May serve as designated point of contact or support coordinator for large customer
+ Act as project lead on assigned projects; may act as organizational team lead
**Qualifications:**
+ 8+ years of experience in technical support or similar role with deep technical knowledge of
+ z/OS mainframes
+ Experience with z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.
+ SQL, Data Virtualization, CDC
+ Operating system knowledge: Windows, Unix, Linux.
+ Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.
+ Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS
+ Available for some after hours, weekend and holiday work
+ Strong communication and problem-solving skills
+ Strong customer service skills in interacting with both internal and external customers.
+ Demonstrated experience adapting to change and managing priorities
+ Commitment to Rocket core values of empathy, trust, love and caring.
**Additional skills that are helpful to have, but not required:**
+ Knowledge of Spark, Python, Java, Rexx
+ Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.
+ Knowledge/experience with ODBC/JDBC.
+ Knowledge/experience of DB2 utilities and DB2 stored procedures.
+ Knowledge/experience of DB2 LUW.
+ Knowledge/experience with Visual Studio .NET.
+ Knowledge/experience in z/OS Cobol or Natural.
+ Knowledge/experience in Microsoft SQL Server or Oracle
+ Knowledge/experience working with RACF, ACF2 or Top Secret.
+ Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.
+ Knowledge of Network topology.
+ Knowledge/experience with the following is a plus: tcVision, Rocket Data Replicate and Sync
**Information Security:**
Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.
**Diversity, Inclusion & Equity:**
At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.
#LI-SD1
#LI-Remote
.
**What Rocket Software can offer you in USA:**
**Unlimited Vacation Time as well as paid holidays and sick time**
**Health and Wellness coverage options for Rocketeers and dependents**
**Life and disability coverage**
**Fidelity 401(k) and Roth Retirement Savings with matching contributions**
**Monthly student debt benefit program**
**Tuition Reimbursement and Certificate Reimbursement Program opportunities**
**Leadership and skills training opportunities**
EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: or send an email to We will make a determination on your request for reasonable accommodation on a case-by-case basis.
_It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability._
_If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!_
Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day.
At Rocket, software is about more than just code-it's about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we're serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.
Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.
View Now
8
Senior Technical Support Engineer
94278 Sacramento, California
Pegasystems
Posted today
Job Viewed
Job Description
Senior Technical Support Engineer
Job Category: Client Support
Location: US - Arizona - Remote | US - California - Remote | US - Colorado - Remote | US - Montana - Remote | US - Nevada - Remote | US - Utah - Remote | US - Washington - Remote
**Meet Our Team:**
We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems' Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe.
**_Due to the nature of work with FedRamp, US Citizenship is required_**
**Picture Yourself at Pega:**
?In this Senior Technical Support Engineer role, you will interact with customers and partners at senior levels to support Pegasystems SaaS Products and Applications, gain insight and understand customer needs and solutions. Our customers are the largest and most successful in their respective industries. Ultimately, your success is judged by the success of those customers in deriving real world business value as shown by repeated business and increased adoption?
**What You'll Do at Pega:**
+ ?Providing world class technical support on SaaS products and Applications by gaining deep understanding of Pega products.
+ ?Drive support cases to timely and quality clarification and subsequent resolution in Pega.
+ ?Collaborate with Services and Engineering teams while also ensuring timely and regular customer updates by owning issues.
+ ?Collaborate with global teams to remove impediments/blockers to keep issue investigations moving forward to meet established deadlines.
+ ?Establish priorities and communicate rationale and timeframe clearly to clients.
+ ?Work Proactively on issues to avoid escalations by meeting Pega's service level agreement.
+ ?Self-learning and knowledge sharing with the team in new technology developments related to Pegasystems product suite.
+ ?Be a subject matter expert in product functionality and use to drive client-based solutions.
+ ?Contribute to ideas and suggestions for Process/Product improvement.
+ ?Flexibility to work in staggered shifts, including weekend coverage as per business needs?
**Who You Are:**
+ Demonstrated robust experience in Enterprise Product Support, development or troubleshooting capacity with a leading technology company.
+ Possess strong technical skills and aptitude for quickly understanding complex enterprise SaaS products and application issues and client's end-to-end application deployments, products, and underlying architecture.
+ Ability to identify, propose and implement solutions and ability to work in a flexible, team environment.
+ Ability to diagnose and identify the root cause, solve problems by proposing / assist in implementing the solutions.
+ Being flexible to take on-call responsibilities, work in shifts including weekend coverage as per business needs.
+ Teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict.
+ Demonstrated customer-facing skills including expectation management, communication skills, information management.
+ Demonstrated effective oral and written communication skills, including poise in pressure situations.
+ Participate actively by self-learning and knowledge sharing with the team in new technology developments related Pegasystems product suite
+ Preferably living in West Coast/Mountain/Central locations for this remote position.
**What You've Accomplished:**
+ ?Bachelor's/Master's degree in Computer Science, Computer/Electronic Engineering, or related field of study, and
+ ?Minimum 5 years of experience in Enterprise Product Support, development or troubleshooting capacity with a leading technology company.
+ ?Java/J2EE technology software engineer who excels at complex problem solving and working directly with client stakeholders. With a broad technical background, you enjoy being challenged and the puzzle of getting to the root of application issues.
+ ?Experience with object-oriented design skills, knowledge of design patterns, data structures and algorithms.
+ ?Pega experience is a strong plus
+ ?Experience with Authentication and Authorization mechanisms, including the use of standards like OAuth2, SAML, and OIDC.
+ ?Working knowledge of Security Policies such as CSP, CSRF, and CORS
+ ?Solid understanding of Security Operations including data encryption, JWT's, Token Management, Keys and Certificate Management
+ ?Experience with OWASP Top 10 Vulnerabilities, analyzing vulnerability reports and solutions to mitigate (e.g. XSS, HTML Injection, etc.)
+ ?Working knowledge in database management and SQL scripting (PostgreSQL, Oracle, MSSQL, or DB2).
+ ?Experience with Operating Systems (Linux/Unix, Windows).
+ ?Working knowledge of communication protocols and technologies (REST, SOAP & JMS).
+ ?Programming experience with Java, or other object-oriented language.
+ ?Experience working with one or more of the J2EE Application Servers (Tomcat, WebSphere, WebLogic or JBOSS) .
+ ?Experience working in Cloud technologies (e.g. AWS), docker, microservices, Kubernetes, and Container technologies.
+ ?Working knowledge of DNS, TCP/IP, and other networking concepts?
+ ?Strong troubleshooting and debugging experience.
+ ?Analyzed, troubleshot, and resolved enterprise software issues.
+ ?Supported internal and/or external stakeholders.
+ ?Developed strong analytical and problem-solving skills and the ability to quickly differentiate between problems caused by hardware, operating systems software, application programs, or network failures.
+ ?Advocate for customers and define ways to continually add value to the customer experience?
**Pega Offers You:**
+ Gartner Analyst acclaimed technology leadership across our categories of products
+ Continuous learning and development opportunities
+ An innovative, inclusive, agile, flexible, and fun work environment
+ Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company#LI-KH2
Job ID: 2229
It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.
Job Category: Client Support
Location: US - Arizona - Remote | US - California - Remote | US - Colorado - Remote | US - Montana - Remote | US - Nevada - Remote | US - Utah - Remote | US - Washington - Remote
**Meet Our Team:**
We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems' Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe.
**_Due to the nature of work with FedRamp, US Citizenship is required_**
**Picture Yourself at Pega:**
?In this Senior Technical Support Engineer role, you will interact with customers and partners at senior levels to support Pegasystems SaaS Products and Applications, gain insight and understand customer needs and solutions. Our customers are the largest and most successful in their respective industries. Ultimately, your success is judged by the success of those customers in deriving real world business value as shown by repeated business and increased adoption?
**What You'll Do at Pega:**
+ ?Providing world class technical support on SaaS products and Applications by gaining deep understanding of Pega products.
+ ?Drive support cases to timely and quality clarification and subsequent resolution in Pega.
+ ?Collaborate with Services and Engineering teams while also ensuring timely and regular customer updates by owning issues.
+ ?Collaborate with global teams to remove impediments/blockers to keep issue investigations moving forward to meet established deadlines.
+ ?Establish priorities and communicate rationale and timeframe clearly to clients.
+ ?Work Proactively on issues to avoid escalations by meeting Pega's service level agreement.
+ ?Self-learning and knowledge sharing with the team in new technology developments related to Pegasystems product suite.
+ ?Be a subject matter expert in product functionality and use to drive client-based solutions.
+ ?Contribute to ideas and suggestions for Process/Product improvement.
+ ?Flexibility to work in staggered shifts, including weekend coverage as per business needs?
**Who You Are:**
+ Demonstrated robust experience in Enterprise Product Support, development or troubleshooting capacity with a leading technology company.
+ Possess strong technical skills and aptitude for quickly understanding complex enterprise SaaS products and application issues and client's end-to-end application deployments, products, and underlying architecture.
+ Ability to identify, propose and implement solutions and ability to work in a flexible, team environment.
+ Ability to diagnose and identify the root cause, solve problems by proposing / assist in implementing the solutions.
+ Being flexible to take on-call responsibilities, work in shifts including weekend coverage as per business needs.
+ Teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict.
+ Demonstrated customer-facing skills including expectation management, communication skills, information management.
+ Demonstrated effective oral and written communication skills, including poise in pressure situations.
+ Participate actively by self-learning and knowledge sharing with the team in new technology developments related Pegasystems product suite
+ Preferably living in West Coast/Mountain/Central locations for this remote position.
**What You've Accomplished:**
+ ?Bachelor's/Master's degree in Computer Science, Computer/Electronic Engineering, or related field of study, and
+ ?Minimum 5 years of experience in Enterprise Product Support, development or troubleshooting capacity with a leading technology company.
+ ?Java/J2EE technology software engineer who excels at complex problem solving and working directly with client stakeholders. With a broad technical background, you enjoy being challenged and the puzzle of getting to the root of application issues.
+ ?Experience with object-oriented design skills, knowledge of design patterns, data structures and algorithms.
+ ?Pega experience is a strong plus
+ ?Experience with Authentication and Authorization mechanisms, including the use of standards like OAuth2, SAML, and OIDC.
+ ?Working knowledge of Security Policies such as CSP, CSRF, and CORS
+ ?Solid understanding of Security Operations including data encryption, JWT's, Token Management, Keys and Certificate Management
+ ?Experience with OWASP Top 10 Vulnerabilities, analyzing vulnerability reports and solutions to mitigate (e.g. XSS, HTML Injection, etc.)
+ ?Working knowledge in database management and SQL scripting (PostgreSQL, Oracle, MSSQL, or DB2).
+ ?Experience with Operating Systems (Linux/Unix, Windows).
+ ?Working knowledge of communication protocols and technologies (REST, SOAP & JMS).
+ ?Programming experience with Java, or other object-oriented language.
+ ?Experience working with one or more of the J2EE Application Servers (Tomcat, WebSphere, WebLogic or JBOSS) .
+ ?Experience working in Cloud technologies (e.g. AWS), docker, microservices, Kubernetes, and Container technologies.
+ ?Working knowledge of DNS, TCP/IP, and other networking concepts?
+ ?Strong troubleshooting and debugging experience.
+ ?Analyzed, troubleshot, and resolved enterprise software issues.
+ ?Supported internal and/or external stakeholders.
+ ?Developed strong analytical and problem-solving skills and the ability to quickly differentiate between problems caused by hardware, operating systems software, application programs, or network failures.
+ ?Advocate for customers and define ways to continually add value to the customer experience?
**Pega Offers You:**
+ Gartner Analyst acclaimed technology leadership across our categories of products
+ Continuous learning and development opportunities
+ An innovative, inclusive, agile, flexible, and fun work environment
+ Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company#LI-KH2
Job ID: 2229
It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.
View Now
9