Sr. Technical Support Engineer

    • New York, NY

What You'll Do
We are seeking a highly motivated and professional individual to join the Neverware Support team providing technical support to all our US and European Education and Enterprise customers. You will help customers get the best out of their CloudReady experience by answering phone calls and emails, working to understand and drive to solve any and all complex issues experienced by our customer base. You’ll be a true partner to our customers, working closely with them and helping us continually prove our value as you troubleshoot and resolve their technical issues for the best possible CloudReady site experience.

- Answer daily customer calls and email tickets efficiently
- Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion
- Manage customer cases and document all customer interactions and resolutions in Salesforce, our case management system
- Follow standard procedures of the organizations to resolve issues by escalating them to the relevant internal departments if necessary
- Actively contribute to our technical knowledge base, online community, and other technical documentations
- Collaborate with cross-functional teams including Sales, Product, Engineering, Operations and others
- Take ownership of technical issues and work with internal teams in identifying product defects, designing solutions, and testing
- Meet high levels of customer satisfaction and requirements by following a more proactive approach to technical support, which includes proactively updating our customers and ensuring that they are satisfied with our support service
- Train internal team members on knowledge gained during issue mitigating on a timely basis and contribute to the growth of the team

- An analytical approach and advanced problem-solving skills coupled with a commitment to extraordinary customer experience
- Excellent verbal and written communication skills
- Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical deadlines
- Strong working knowledge and proven experience working with various types of computer hardware
- Strong working knowledge in Operating System Software (Linux, Microsoft Windows, Chrome OS a bonus)
- Strong working knowledge on Enterprise Networking, LAN/WAN topologies & technologies, Switching, Routing, SDWAN
- In-depth understanding of Security Technologies and Protocols: Firewall, Proxies, TLS/SSL, Http/Https, DNSSEC, SAML/SSO, IPSEC, PKI, traditional overlay VPN technologies
- Working Knowledge of Virtualization, Hypervisors, and Cloud Technologies: VMware vSphere, MS Hyper-V, Citrix Xendesktop and Xenapp experience
- Demonstrated outstanding customer service experience or prior technical support experience; desire to go above and beyond in assisting customers even under high pressure
- Proven ability and willingness to learn new technologies and implement technical logic on daily cases
- 5 years of Enterprise Technical Support experience working with the Global customers
- Minimum 3-4 years of this experience should be in VDI and network infrastructure experience
- Experience in Salesforce, JIRA and Google Admin Console is a bonus

If you feel you can contribute to the team and help our customers, then please apply and tell us about yourself! Note that applications with cover letters will receive far greater attention.

Neverware is an equal opportunity employer. We will not discriminate and will take measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, promotions, and other conditions of employment against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability, veteran’s status, sexual orientation, gender identity or gender expression.

Neverware is the developer of CloudReady, a modern operating system that turns any computer into a Chrome device.

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