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Job Information
Job title

Lead Support Engineer

Company Qpass
Wage Not specified
Location United States, Washington, Seattle
Employment type Full Time
Education Bachelor
Year Experience 2 - 3 Years of Practical Experience
Travel None
Published on 2/24/2006
Description
As a member of the Qpass Support Center, your primary responsibilities will be to lead a Qpass customer account. Provide advanced 1st tier technical support; work with operations, development, engineers, and QA to problem solve and find best solutions; maintain client infrastructure and network services as appropriate; collect reporting information as required by internal teams, Content Partners, and the customer account; liaise with operations, engineering, and development to help improve client integration, performance, and provide onsite support of maintenance activities.

MAJOR RESPONSIBILITIES

Lead focal support for a leading Qpass customer via weekly and monthly operational meetings, daily support conferences, reporting, maintenance coordination, email correspondence, and through support tickets/cases.
Take a Lead role in working with Operations, software engineering teams, and quality assurance departments, to find quick and effective solutions to complex service issues. This includes supporting software and database applications (Java/XML/Linux, SQL Server/Oracle).
Act as the Lead responsible for research and coordination of root cause analysis and documentation with other technical teams for incidents and other issues impacting the customer.
Coordinate maintenance activity and produce Change Notification documents for the customer that fully outlines maintenance details, risk assessments, validation testing, and rollback plans.
Provide on-call support with the Qpass Support Center by responding to production incidents and participating in resolution efforts. Serve as the primary for incident updates to the customer and the QSC manager.
Track, document, and deliver monthly service availability (SLA) reports for system maintenance and incident downtimes.
Serve as the primary technical resource for the customer account by answering questions about use and integration of the Qpass Service.
Educate clients on the features of the Qpass service, enabling them to fully exploit its capabilities.
Assist clients with data analysis and custom report generation.
Provide for-fee consulting services as necessary.


ADDITIONAL RESPONSIBILITIES:

Contribute to the overall success of the Client Services department and the Qpass Support Center.
Perform other assignments/duties as appropriate.
Participate in and contribute to on-going QSC training.

ESSENTIAL SKILLS/QUALIFICATIONS

Excellent spoken and written communication skills.
Extensive experience in producing procedure documentation, reports, and analysis documents for external clients and internal support organizations.
Must be a self-starter with the ability to work independently within a fast-paced organization with many customer service responsibilities.
Must be a confident and professional action-oriented team player with the demonstrated ability to make a client feel educated and satisfied.
2+ years as a Technical Support Engineer, Technical Consultant, or equivalent in a fast-paced enterprise-class service organization.
2+ years serving as a Project Coordinator or Project Manager for software application projects
2+ years experience supporting UNIX, Linux Red Hat, Apache, Oracle & XML
1+ years experience supporting large scale web-based systems.
Experience supporting a highly available, secure, networking environment.
Experience using ticket/case tracking tools for customer requests and reports
Familiarity with web security mechanisms (e.g. SSL, Digital Certificates, Public Key Encryption).

ADDITIONAL SKILLS/PLUSES
Knowledge of HTML and JavaScript.
Web development experience using Perl, Java, XML, etc.
Knowledge of emerging mobile data services and internet commerce.


EDUCATION/TRAINING REQUIRED

BA/BS. Business with a technical focus or related education is preferred.

ADDITIONAL REQUIREMENTS:

Required to participate in on-call
Required to work odd hours/shifts, including periodic evening maintenance

Position is located in Seattle, WA.

This is a full-time position.df-tc

Experience/Skills
See above

Other desired skills:
Lead Support Engineer
This job has expired.