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Technical Solutions Engineer (II)

ICONMA, LLC

  • New York City, NY
  • 21 days ago
  • $80.02–$107.79 Per Hour
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Skills

  • Alliance/Partner Managementunmatched
  • Communication Skillsunmatched
  • Cross-Functionalunmatched
  • Customer Experienceunmatched
  • Customer Support/Serviceunmatched
  • Data Analysisunmatched
  • Data Collectionunmatched
  • Debugging Skillsunmatched
  • Develop and Maintain Customersunmatched
  • Documentationunmatched
  • Health Planunmatched
  • Identify Issuesunmatched
  • Legalunmatched
  • Operational Improvementunmatched
  • Operational Strategyunmatched
  • Problem Solving Skillsunmatched
  • Product Engineeringunmatched
  • Resolve Customer Issuesunmatched
  • Risk Managementunmatched
  • Technical Supportunmatched
  • Technical Writingunmatched
  • Time Managementunmatched
  • Trend Analysisunmatched

Description

Our Client, a Technology company, is looking for a Technical Solutions Engineer (II) for their New York City, NY / Hybrid location.
 
Responsibilities:
  • With minimal guidance, identify opportunities and build solutions to improve support or empower customers to solve issues on their own using self-service tools and documentation.
  • Contribute to the organization by frequent cross-functional engagement with peers and leading OKRs that require collaborating across teams.
  • Troubleshoot complex customer issues with some guidance and a deep understanding of our products and infrastructure.
  • Troubleshoot technical issues by generating and analyzing relevant data, proposing fixes, and validating solutions with minimal direct guidance.
  • Escalate or triage issues to other teams (e.g., product engineering, legal) as appropriate.
  • Coordinate with other teams to ensure the issues are resolved in a timely manner and identify patterns to mitigate risks in the future.
  • Collect and aggregate data using various techniques to inform product decisions as part of transactional case work with minimal guidance.
  • Identify trends and insights to improve operational efficiency and customer experience building upon standard data sources.
  • Help to build and maintain strategic relationships across teams with key stakeholders to provide quality technical support and services.
  • Help enhance customer support experience through case work and proactive engagement with internal and cross-functional teams.
  • Escalate issues to maintain strong customer/partner relationships.
  • Ability to read and debug code (as needed) to troubleshoot customer issues with minimal guidance.
  • Learn new coding tools and languages as needed to contribute towards troubleshooting or other internal tools.
  • Proactively (e.g., through understanding a pattern) file issue reports against Product, SRE, Documentation, and Procedures.
  • Document desired behavior and/or steps to reproduce, drive bugs to resolution.
  • Identify code-level root cause for product bugs, customer issues, or support tools, as needed.
  • Promptly and independently resolve technical incidents and escalations leveraging relevant tools and effective communication to all stakeholders internally and externally.
  • Assist in scoping, planning, and delivery of a large portion of the project for supported programs across teams as needed.
 
Requirements:
  • Data-driven analysis and reporting
  • Domain specific knowledge
  • Programming
  • Debugging and troubleshooting
  • Technical documentation
  • Technical acumen
  • Industry knowledge
  • Systems thinking
  • Customer-service skills
  • Code comprehension
 
Why Should You Apply?  
 

Numbers & Facts

LocationNew York City, NY
Salary$80.02–$107.79 Per Hour

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