Silicon Florist

Technical Support Engineer
This position is based at our office in Portland OR, providing support to remote customers and internal technical teammates.

RESPONSIBILITIES

Work with customers to troubleshoot and resolve complex product issues
Working trouble tickets by identifying or confirming customer’s
Prioritize criticality of case
Recommend service packs and hot fixes (then load if needed)
Manage customer relationships which may require being a dedicated resource for high level customers
Provide “on-call” after-hours technical support for the western hemisphere
Appropriately escalating to TSE Level 3
Mentoring TSE Level 1
Identify and execute strategic customer focused projects
Interface with our development, QA and field sales engineers to identify and resolve product issues
Research and develop technical tips and solutions
Coordinate changes to the configurations, upgrades and product related matters
Advise customer on best practices