Sr. Technical Support Engineer

Technical Operations Medellín, Antioquia


Description

POSITION OVERVIEW:

LiveVox is a leading provider of enterprise cloud contact center solutions, managing 6+ billion interactions annually. With 15+ years of pure cloud expertise, we empower effective channels of choice engagement strategies. Our risk mitigation and security capabilities help our clients adapt to changing business environments. Supported by over 450 employees, and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Bangalore, and Colombia. To learn more, visit LiveVox.com
The Backline Senior Technical Support Engineer is part of the Tech-Support team, and whose primary charter and focus is to support Backline issues and escalations from the Frontline Customer Support Representatives. The candidate should be a person who takes a proactive stance with issues and addresses them before they become a problem for the customer, while simultaneously handling reactive support cases in a fast-paced environment where escalations sometimes require immediate attention. The incumbent should also seek new ways to resolve issues and to address them at the root cause such that, they don’t occur again. This position requires active collaboration with the Frontline and Backline team members and reports directly to the Backline Manager.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

  • Quickly address high priority/time-sensitive issues
  • Collaborating effectively across a wide range of customer-facing and non-customer facing technical teams.
  • Set-up test cases and test scenarios using data supplied by Frontlineregarding an issue in an attempt to reproduce the client problems to clearly identify the cause
  • Meet weekly to discuss technical challenges and seek new ways to resolve issues at their root such that they don’t reoccur
  • Retain advanced knowledge in the LiveVox service operations and be able to analyze logs, database fields, configurations, and more in order to better troubleshoot
  • Track all changes made to the LiveVox service to help identify potential causes to a problem
  • Utilize and construct new tools and scripts to help fix problems, trend, or monitor the systems
  • Query databases, analyze configurations, search logs, and make challenging technical decisions
  • Perform configuration changes when required to restore service for a client and understand the consequences of potential changes
  • Escalate to the appropriate engineering team when an issue is identified that requires code changes
  • Generate and publish “how-to” documentation to the knowledge base when troubleshooting a new issue type
  • Monitor the status of client campaigns and act in a proactive fashion to address potential issues before they reach the client
  • Monitor LiveVox service activity on a service component basis to proactively identify potential failures and fix the issue prior to client support calls being placed. Watch alerts generated by internal monitoring systems and respond to those by diagnosing them, establishing a mitigation plan and resolving the issue
  • Guide, mentor, and train Frontline customer support representatives in resolving problems that require general knowledge

 

EDUCATION/EXPERIENCE REQUIREMENTS:

  • University degree in Computer Science, System Engineering or related field
  • 3+ years in Call Center Experience in a technical operations environment and terminology
  • Strong Linux knowledge: ssh, grep, awk, symlinks, scp, tail, head
  • Strong programming knowledge (preferred: bash scripting, perlphpjava
  • Strong SQL skills (Oracle and MySQL) to query production databases. SQL Certification Preferred
  • The successful candidate should have worked in support/engineering organizations for a software-as-a-service or ASP-based company
  • Excellent written and spoken English is required
  • A person in this position is expected to be a self-starter, is resourceful and possess a strong customer service attitude
  • Excellent teamwork skills
  • Strong Communication Skills (Phone and Email)
  • Aptitude to learn quickly and effectively
  • Sharp attention to detail and excellent organizational skills
  • Ability to address and resolve time-sensitive issues and meet work deadlines
  • Ability to multitask and work under dynamic conditions and constraints
  • Advanced understanding of the LiveVox Platform components preferred but not required.

 Why You’ll Love Working with Us:

We like to have fun, but at the same time we’re serious about providing contact centers with amazing cloud technology. We have strong and growing revenue and have won a number of awards.

 We:

  • Have interesting technical problems to solve, and awesome people to work with
  • Offer a competitive monthly compensation
  • Take advantage of being "in the cloud" by working remotely occasionally
  • Are conveniently located close to shopping malls, restaurants, and transportation

LiveVox is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know. We're always looking to bring smart, talented people with diverse backgrounds, interests, and experiences to join our team.