Programming - Support (Fantastic Opportunity)

(No Agencies Please)

 

Field Technical Support Engineer

Gomez, Inc., the leading provider of Internet Performance Management solutions, is seeking a Field Technical Support Engineer to help support our growing client base on the west coast.

 

Job Description:

Reporting to the Service Desk Manager, Field Technical Support Engineers are responsible for supporting the technical needs of our customers. The primary responsibilities include onsite support for our Premium Support customers on the west coast, troubleshooting complex technical issues, and management of client communications. The ideal candidate will have strong written and verbal communication skills, and the ability to troubleshoot technical problems. An understanding of web application technologies is a must.

 

You will work closely with Premium Support clients, Technical Account Managers, Account Managers, and other Operations and Product Development personnel. We are seeking an extremely energetic and motivated person who enjoys working in a fast paced environment.

 

Responsibilities:

· On-site support for Premium Support clients located on the west coast

· 1st and 2nd level technical support for customers’ questions and issues regarding the Gomez products and services

· Creating, managing and maintaining the quality and accuracy of transaction scripts for client accounts

· Guide customers in best practices and problem resolution

· Manage problem resolution from start to finish including communication with clients on estimated time to fix, and status updates.

· Occassional Service Desk coverage for phone, e-mail and internal requests (when not on-site)

· Use problem solving abilities and logic to solve complex, challenging problems

· Escalating issues according to established standard operating procedures

· Write trip reports, technical notes and knowledgebase entries

 

Requirements:

· A degree from a four-year college; preferably a Computer Science major

· At least 3-4 years experience working in a technical support environment with at least 1-2 years in a field support role

· Understanding of Internet and web applications

· Experience with web technologies is a must (HTTP, HTML, CSS, JavaScript, AJAX)

· Knowledge of  SQL, Flash, Flex, Streaming is a plus

· Excellent communication skills; flexibility and strong attention to detail a must

· Ability to work independently and as a team member

· Up to 25% travel, in addition to local on-site support.

 

Benefits:

· Competitive salary

· Full benefits including: medical, dental, 401(k) vacation, health club subsidization

 

For immediate consideration, please e-mail your resume to resumes@gomez.com Please specify the job title in the subject line of the e-mail.