Technical Support Engineer
Full-time
Location: Fully Remote
BE PART OF A TEAM THAT FOSTERS EMPOWERMENT
Eracent is acknowledged as a prominent global leader in IT Asset Management (ITAM), Software Asset Management (SAM), and Financial Operations(FinOps). The use of disconnected tools often leads to silos, operational inefficiencies, and unnecessary risks. We provide comprehensive data, analysis, and reporting solutions designed to enhance both ITAM and SAM practices. Eracent’s international presence serves customers worldwide who rely on our SAM expertise. With us, you will find a team-oriented work environment with opportunities to succeed and to make a direct, dail impact. We are building a world-class partner network to enhance our business operations and drive our enterprise deals. Partnerships also augment and scale our implementations and customer success. Technical experience with the Eracent ITMC Discovery module is a plus.
Overview
We are seeking to recruit a Technical Support Engineer to join our team. The ideal candidate will be able to deliver highly skilled technical support while confidently interacting with customers daily. Experience supporting the Eracent ITMC Discovery module at a technical level will be an advantage.
Responsibilities
- Act as the primary technical point of contact for dedicated customers and advocate for their technical needs within the company.
- Provide effective customer support and services to customers and partners via various communication and collaboration platforms, including phone, email, and on-site visits, for Eracent products installed at customer sites or hosted by Eracent, including technical support, training, and project management
- Coordinate with the 2nd Tier team and development staff as necessary to resolve issues.
- Provide sales and development staff with customer feedback
- Maintain customer data (i.e., contact information, server configurations)
- Perform regular follow-up contact with customers
- Diagnose, troubleshoot, and resolve escalated, complex, or business-affecting customer issues within the service level target
- Build and maintain strong customer relationships by understanding workflows and business needs. Handling all incidents with urgency and professionalism.
- Capacity to offer support outside of regular business hours when required.
- Customer support/troubleshooting experience in a technical/computer environment
- Proactively manage and prioritize case workloads efficiently, ensuring customers receive clear updates to questions, urgent issues are progressed in line, and input is accurately recorded.
- Organized, meticulous, self-motivated, and excellent written and oral communication and phone skills.
- Excellent follow-up of issues from inception through resolution
Requirements
(3+ years) of technical support experience – Windows server, Unix/Linux server, and desktop operating systems, SQL Server, IIS, and networking protocols
Preferences
- MacOS
- Virtualization platforms
- Exposure to Eracent applications
Motivators
- Competitive Salary
- Eracent provides comprehensive benefits
- Unique opportunity to work within a well-established, dynamic company in the IT asset management space
- Continued training in Eracent technologies will be provided as needed.
