Job Details

Senior Technical Support Engineer

This is a 100% remote position (US based only) that will lead the Technical Support team and will provide L2 (qualified) technical support to Transend’s email migration customers. If you have a strong IT background (infrastructure engineering, network administration), as well as experience supporting email servers/clients and are interested in leveraging your experience in a lead software support role, this opportunity offers a ton of value!

This position is responsible for all facets of providing L2 technical support (including QA testing) across a variety of email systems.

Additionally, this position is responsible for preparing and administering remote demos to potential customers, and providing remote workshops to customers to assist with scoping out the best practices for their email migration project.

Responsibilities

  • L2 technical support/troubleshooting by email, phone and remote access (Teams) to customers who are migrating between email platforms
    • Note: This position will NOT be receiving unsolicited support tickets. All tickets will be qualified by L1 and escalated to you (L2) if necessary. A L1 support technician will receive all incoming inquiries, qualify them, and if they can’t resolve the issue, will then rely on this position.
  • QA Testing of email migration product functionality and application to new mail system versions
  • Identification of best migration practices related to different migration scenarios, as applied in different migration environments
  • Perform remote demos of migration software
    • Investigate and document discovered problems
  • Report issues to Transend development team (via GitHub) for troubleshooting assistance or development fixes
  • Perform evaluation workshops (both pre and post-sales) to help customers determine best practices for their migration project
  • Independently manage a test lab environment and install and configure network infrastructure
  • Interact with other internal departments (e.g., development, sales, business development, etc.)

Qualifications

5+ years of experience with the following:

  • Extensive knowledge and recent experience with infrastructure, networking, security, VMWare
  • Extensive experience with configuration, administration and deployment of 2 or more of the major email platforms, including:
    • Microsoft 365
    • MS Exchange Server (including Outlook client configuration)
    • Google Workspace
    • HCL Notes Domino
    • GroupWise
    • Kerio Connect
    • IMAP compliant servers
  • Knowledge of PowerShell
  • Deployment, configuration and administration experience with Windows server and workstations
  • Current experience troubleshooting and configuring Windows and network security
  • Ability to work independently
  • Must be able to work remotely with minimal management oversight
  • Strong communication skills (in English), both verbally and in writing
  • Strong organizational skills
  • Willingness to work (at times) during off-business hours

Key Benefits

  • Competitive compensation package
  • Work from home – this is a 100% remote position
  • Flexible hours
  • Autonomy – this position is not micro-managed and offers supreme flexibility to manage your workload
  • If interested, ability to participate in product development initiatives/roadmaps and contribute to the overall direction of product offerings
  • The sky is the limit! While technical support and the other responsibilities listed above are the primary functions of this position, there is significant opportunity to contribute to initiatives related to product development, feature enhancement, supporting resources and the overall enhancement of general business practices. Basically, beyond the general responsibilities, there is an opportunity to participate in collaboration that will drive business direction and development.
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