Technical Support Engineer

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Unlock your career potential: Technical support at Vindicia. Do you have a passion for out-of-the-box thinking and a commitment to making sure customers get the most for their investments? At Vindicia, our technical support team is passionate about our customers' success. With us, you'll combine your analytical skills and technical expertise with your ability to simplify complex information – helping customers to use our products with ease to achieve their business objectives. You provide the expertise that makes our integrated solutions stand out in an increasingly competitive global marketplace.

Vindicia is hiring a Technical Support Engineer. The TSE will work independently and in a small team under the guidance of the Tech Support team leader to help clients resolve a wide variety of issues. You'll address a variety of questions ranging from user configuration to complex systems investigation using our in-house tools along with your skills in SQL and other programming languages like Java or Python.

Our clients range from the NBA, the NFL, the BBC, and Vimeo to smaller but fast-growing start-ups. Driven by your innate curiosity, you'll triage incoming issues, work with clients to clarify their questions, investigate in our platform, and ultimately identify the underlying cause. You may work alternately alone, or in small groups to investigate root causes and drive towards resolution.

Long-term success will also demand strong people skills. Our clients are our partners. We develop lasting relationships based on trust, integrity, and a shared vision of success. You should already have good skills, but we’ll help you hone your influence and consensus-building skills. We also work as a team internally, so you’ll develop relationships with our colleagues in product and engineering.

Key responsibilities

  • Provide resolution to issues within the parameters of contractual service level agreements (SLAs) and serve as an expert on specific modules or applications
  • Contribute to the effective and efficient handling of all levels of technical support cases, from basic user questions to issues requiring more in-depth technical and problem-solving skills
  • Diagnose, reproduce, and resolve complex technical problems while maintaining communications with the client throughout the process.
  • Independently diagnose and resolve problems within the sphere of the customer environment
  • Follow proper escalation procedures to the appropriate internal teams to ensure timely resolution of unresolved issues
  • Work as the technical focal point with other teams to resolve cross product/solution issues
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Document knowledge base articles for customer and internal consumption
  • Participate in weekend and holiday on-call/shift rotation

Critical experience

  • 5+ years of experience as support engineer for enterprise applications and customers
  • BS degree in Math / IT / Computer Science or related field
  • Experience working out of a support ticketing tool such as Salesforce, ServiceDesk, or Zendesk
  • Experience with SQL, Tableau and other databases as tools for issue investigation
  • Must have outstanding problem solving skills
  • Strong written and oral communication skills

Desirable skills

Familiarity with one or more of the following industries:

  • Payment processing
  • OTT video
  • eCommerce
  • Billing
  • Telecommunications
  • Mobile payments
  • Alternative payments

Familiarity with security and privacy standards such as PCI DSS and GDPR

Core strengths

  • Customer focused
  • Collaborative
  • Prudent/judicious
  • Committed and accountable
  • Calm under pressure
  • Persistent
  • Sense of urgency
  • Self-starter
  • Able to influence/persuade

Equal opportunity

Vindicia and Amdocs are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law. Local applicants only. No relocation costs will be paid for this position.