Overview
Job Summary:
The support technician is responsible for assisting client with installing, configuring, and diagnosing issues with out software products, providing both pre-sale and post-sale technical advice and support to prospects and customers. Also responsible for securely accessing, managing, and updating cloud servers and services for use by our customers.
Responsibilities / Duties:
• Collaborating with the Development team to support software release, cloud service deployment, and bug/fix software update processes.
• Assisting with the management of release pipelines, software execution, security, monitoring, and bug/fix delivery.
• Participating in the handoff process from the Development team to Customer Service.
• Addressing escalated issues, performing service delivery, and implementing remediation/resolutions as part of an engineering team.
• Contributing to other tasks as needed to support the overall DevOps process.
• Assist Fortune 500 level clients in the diagnosis and troubleshooting of our products
• Customer support including troubleshooting via phone, Microsoft Teams and screen share
• Manage support tickets in Microsoft Dynamics CRM
• Subject matter expert on PoliteMail products
• Additional duties as assigned.
Qualifications / Skills:
• Windows Server Admin experience
• Microsoft Exchange Online experience is a plus
• Microsoft 365 experience is a plus.
• Problem-Solving and Multitasking
• Familiarity with Azure DevOps platform.
• Understanding of Agile methodology and experience with GIT, C#, React, and Microsoft technologies.
• Proven experience in SaaS services delivery on Microsoft Azure and Amazon EC2.
• Understanding of and experience with QA and Development processes.
• Ability to manage multiple tasks and processes with a detail-oriented approach.
• Effective communication skills, with an understanding of development engineering, QA, and customer service/support.
• Fluency in the English language
• Troubleshooting
• SQL experience
• Familiar with Microsoft platform technologies including:
o Windows IIS Server
o SQL Server
o Microsoft Office
o Exchange
o Azure AD
Additional Information:
This role is contingent upon passing a background check and reference review.
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Degree Specialization
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About PoliteMail Software
PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages. Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified.
The company has an aggressive road map of new features, customer requests, and new product releases.
