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Position Title
Customer Support Engineer – Weekend Support
Home Department
TransPerfect Legal Solutions
Supervisor
Director, Customer Support
Business Unit
Digital Reef
Supervising
N/Z
Location
Maynard, MA
1.0OVERVIEW
Digital Reef is a small, fast paced and growing division of TransPerfect Legal Solutions developing cutting edge information products on top of a highly scalable big-data platform. Our industry leading product enables our customers to process large volumes of unstructured electronic data quickly. This exciting opportunity will allow you to work with many advanced technologies while providing solutions to challenging problems working with big data and analytics.
2.0DESCRIPTION
We’re looking for a passionate Customer Support Engineer to provide Saturday and Sunday (9am ET – 10pm ET) and 2 days a week (9AM – 6pm ET) technical support on all Digital Reef Products. This individual will spend a majority of their time assisting Digital Reef users (TLS ESI, PMs and external clients) characterizing, diagnosing and resolving technical issues. This position also requires interaction with internal Digital Reef personnel in an effort to quickly resolve technical product issues. This job will include working and gaining expertise in the following areas: IP Protocol (HTTP/HTTPS), VMware, Cloud Computing, Big Data, Linux OS, PostgreSQL Database, Digital Reef Proprietary Software and Grid Technology.
Specific assignments may include the following:
- Maintain call-tracking database with required information as customer calls are handled. This includes updating case information in the database on a daily basis.
- Provide technical support to remote customer sites via telephone, WebEx, IP and/or VPN access.
- Troubleshoot remote customer systems to quickly resolve issues and minimize any equipment downtime or failure conditions.
- Utilize the technical service lab in an effort to recreate and resolve customer issues. This includes the writing of detailed bug reports within Digital Reef’s Engineering Database.
- Verify and test new software per specific customer requirements.
- Create documentation and action plans for system upgrades and troubleshooting projects.
- Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to educate colleagues and/or customers via documentation (FAQs, etc...).
- Work closely with Digital Reef Sales, Engineering and Management personnel.
- Provide after-hours (24x7) technical support on a rotational schedule.
- Participate in status meetings and reviews as required.
3.0REQUIRED SKILLS
- Ability to diagnose and troubleshoot technical issues in software and systems
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Knowledge of relational databases and SQL a plus
- Knowledge of Lucene-based search engines a plus
- Strong analytical, problem solving and organizational skills
- Communicating complex concepts in clear concise ways
- Sense of urgency - innate desire to update, solve and close help desk tickets
4.0REQUIRED EXPERIENCE AND QUALIFICATIONS
- Bachelor’s Degree in Engineering/Computer Science and/or equivalent experience.
- 1-3 years of experience in the computer/networking industry preferable.
- Basic knowledge of UNIX/Linux (Redhat, CentOS, FreeBSD, etc…) Operating Systems.
- Good understanding of the IP protocol including ARP, ICMP, NFS, CIFS, HTTP and SSL.
- Strong analytical, problem solving and organizational skills.
- Strong written and verbal communication skills.
5.0DESIRED SKILLS AND EXPERIENCE
- Experience providing real-time customer service in a production environment
6.0REVISION HISTORY
Current version supersedes all previous versions listed
Ver.
Effective Date
Author
Reason for Change
Training
Current Version
1.0
5/18/20
Peter Livingstone
President, Digital Reef
Initial version.
N/A
Previous Versions
n/a
n/a
n/a
n/a
n/a
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