Summary
As a Support Engineer you will be an integral member of the Customer Services team responsible for the support of uControl’s products and customers.

You will be on the front line of customer interactions with uControl’s customers. The Support Engineer is the technical interface to customers for uControl issues and product expertise.

The Support Engineer is responsible for maintaining up-to-date knowledge on uControl’s line of products, resolving customer issues, and documenting best practices.

The Customer Support Engineer reports to the Manager, Technical Support.

Responsibilities

• Respond to incoming calls and emails in a professional and courteous manner
• Knowledgeable on all aspects of all uControl’s products and be comfortable and confident in answering questions about these products
• Document all issues and questions from the time they are received through their resolution
• Resolve issues as quickly as possible, either by completing the task personally, or by driving resolution through other groups within the organization
• Ensure all customers receive appropriate update information and are kept abreast of current and resolved issues
• Provide customer feedback and requirements efficiently back to uControl Product Management.
• Escalate support requests when necessary
• Maintain a high degree of customer satisfaction

Qualifications

• Must be an exacting, methodical and detail oriented problem solver
• Strong communication skills, including precise communication of technical information
• Strong team skills to interact with customer services, sales, and engineering teams to resolve customer issues and provide efficient customer requirements feedback
• Must work effectively under deadlines to complete projects on time and on budget.
• Excellent documentation and customer delivery skills
• 7 + years in customer services and support
• 4 + years in computer software or networking
• 2 + years experience with SQL and database tuning tasks, analytics & ETL knowledge desired.
• 2 + years experience programming with Perl, HTML, Java, JSP, or JavaScript is a plus
• Customer service experience with a focus on inbound call center experience
• Strong understanding of network equipment, networking product applications, and network management
• Working knowledge of CPE and/or similar networking devices
• Systems administration experience on UNIX and Windows-based systems

Education
Bachelor/Masters of Computer Science, Electrical Engineering or related technical discipline

Please submit your resume here: careers@ucontrol.com