Technical Support Engineer 2

Technical Support Engineer, Tier 2 

We are looking for a Technical Support Engineer Tier 2. This is a client facing role supporting both internal and external customers in a fast-paced client focused environment. This role will respond to the challenging needs of our Fortune 1000 and Am Law 200 customers.
 

An Exterro Technical Support Engineer Tier 2 is a product expert and establishes relationships internally to ensure the highest level of service and quality of our client configured product releases and client support program. This position reports directly to the Director of Customer Support and works cross functionally with the Professional Services and Customer Success teams playing a key role in the excellence and quality of our organization’s service delivery.
 
 The ideal person has a broad range of technical knowledge and advanced troubleshooting skills. Knowledge of E-Discovery or Legal industry and/or Forensics Industry a plus.

Responsibilities:

• Confidently provide responsive and exceptional customer service to new and existing customers.
• Respond to customer issues assigned to you in a timely manner via email, chat, forum requests, and phone as required.
• Deliver remote technical support for Exterro’s products and resolve complex issues in a variety of technical environments.  
• Create, review, edit and manage troubleshooting and problem solution information into the CRM system.
• Create and update the corporate knowledge database as needed.
• Gather problem descriptions, log files, configuration data, and analyze them to determine root cause and find solutions.
• Enter detailed information into the ticket tracking system with reference to communications, with customers, partners and internal stakeholders.  
• Capture all customer sentiments, actions and steps taken to resolve a ticket.
• Mentor new hires and assist Technical Support Engineers with their tickets.
• Work closely with team members and other internal departments (such as Customer Success, Professional Services, Training, Sales, and Engineering) to successfully troubleshoot and triage support tickets.
• Capture client feedback and participate in product issue resolutions and product enhancement efforts. 
• Support beta, pre-release field evaluations and assist with user acceptance testing of new products or product enhancements.
• Perform other duties as assigned. 

Requirements:

• Bachelor’s Degree and a High level of professionalism required
• Minimum 5-8 years of support experience with SaaS and/or On-Prem applications
• E-Discovery and / or Forensics experience is a plus 
• Excellent written and verbal communication skills
• Advanced troubleshooting skills.
• Ability to multi-task between several critical customer situations at the same time.
• Ability to work independently, as well as contributing as a team player.
• Desire to own and solve issues is a must
• Must possess the aptitude and willingness to do what it takes to learn new skills.
• Proven ability to facilitate software quality assurance practices.
• Strong documentation skills with Microsoft Office Suite of products.
• Windows, Linux, IBM server hands-on experience preferred.
• Relational databases (like MySQL, SQL Server, or PostgreSQL) and SQL queries hands-on experience preferred.
• Remote support experience assisting end-user and technical support related issues.
• Ability to facilitate an initial root cause analysis and mitigate client escalation quickly.
• Can identify, triage, and/or resolve complex technology issues in an enterprise environment
• Demonstrates excellent communication etiquette.
• Ability to understand customer needs, to “read” the customer and adapt behavior/approach accordingly.
• End user and new hire training experience a plus. 
• Excellent organizational skills.

Why Exterro?

• Impact: Play a key role in a company at the forefront of data risk management, helping businesses safeguard their data in an increasingly complex digital world.
• Growth Opportunity: Join a rapidly growing organization where there is room for learning, development and upward mobility.
• Culture: Work in an innovative, inclusive, and collaborative environment, where your contributions are valued, and your professional development is supported.

Exterro participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon the successful passing of a background check.

We believe in the importance of pay transparency and strive to create a fair and equitable workplace for all employees. As a remote first organization, our compensation reflects the cost of labor across several US geographic markets. The salary range for this remote position is $66,000-$80,000 per year, based on skills, experience and qualifications. The actual offer will be based on the individual candidate. Exterro is a total compensation company, and this role may be eligible for variable pay, equity, bonus and/or other forms of compensation as part of the package. In addition, we offer a comprehensive benefits package that includes health insurance, retirement plans, flexible paid time off and more.

Candidates are encouraged to discuss their salary expectations during the interview process. We are committed to ensuring that compensation aligns with market standards and is commensurate with the responsibilities of the role.