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Support Engineer

The Support Engineer is responsible for providing technical support to customers and internal employees for Gimmal’s suite of software products.  The Support Engineer should have experience with Microsoft SharePoint as you will be supporting our applications that are add-ons to Microsoft SharePoint and enable Enterprise Content Management.   You will be part of a team providing technical support to our customers.

Responsibilities:

  • Provide support for incidents and problems related to SharePoint sites and site collections; ensures expedient resolution and high customer satisfaction.
  • Manage the entire lifecycle of assigned support tickets to resolution
  • Effectively track, prioritize, and ensure that support tickets are resolved in a timely and satisfactory manner
  • Communicate with customer in a timely manner on status updates of tickets
  • Provided extended hours and weekend support if necessary(some of our clients are overseas)
  • Work closely with the Customer Success, QA, Implementation, and Engineering teams to help resolve customer issues
  • Efficient escalation of incidents and issues that affect customer production software and hardware to the Engineering team and Support Manager
  • Document processes and steps necessary to resolve application issues and/or use Gimmal best practices
  • Participate in on-call rotation as needed.
  • Review SLA’s to help customer in timely manner
  • Work with Engineering on escalations
  • Manage customer expectations on high priority tickets
  • Keep Zendesk and Dynamics CRM up-to-date with notes and resolutions for assigned tickets
  • Stay aware of latest product releases, enhancements and changes for Gimmal products
  • Maintain Support environment with latest products

Qualifications:

  • Bachelor's Degree or commensurate support experience preferably in enterprise software
  • Experience supporting applications (on-premises, Office 365, provider hosted)
  • Understanding of Windows Server and Central Admin, stsadm and PowerShell to implement configuration changes
  • Technical Support experience supporting software (preferably SharePoint and 3rd party apps such as Nintex, K2, etc.)
  • Basic understanding of HTML, CSS
  • Experience and/or understanding of SAP
  • Familiarity with Microsoft SharePoint including installation, configuration and administration
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