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Top 50 Technical Support Senior Engineer Skills

Below we've compiled a list of the most important skills for a Technical Support Senior Engineer. We ranked the top skills based on the percentage of Technical Support Senior Engineer resumes they appeared on. For example, 9.4% of Technical Support Senior Engineer resumes contained Customer Service as a skill. Let's find out what skills a Technical Support Senior Engineer actually needs in order to be successful in the workplace.

These are the most important skills for a Technical Support Senior Engineer:

1. Customer Service

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high Demand
Here's how Customer Service is used in Technical Support Senior Engineer jobs:
  • Evaluate and prioritize incoming service request to maximize customer service, efficiency, and productivity.
  • Established and maintained relationships with customers to ensure superior customer service and future sales.
  • Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
  • Reviewed customer satisfaction surveys and implemented procedures for higher quality customer service.
  • Developed escalation policies to support local field representatives during customer service calls.
  • Provide high-level customer service and timely solutions for VERITAS NetBackup customers.
  • Established technical and customer service standards and performance benchmarks.
  • Resolved trouble tickets per individual customer service level agreements.
  • Utilize Wireless Customer Service standards in each customer interaction
  • Received awards for demonstrating exceptional customer services.
  • Receive, log, troubleshoot, resolve or escalate Customer Service Requests received via Automated Call Distribution (ACD) System.
  • Provide coaching, motivation and support for all employees to assure the highest level of customer service for customers and vendors.
  • Led small, in-house team of roughly 3 technicians providing training in DSL technologies, networking capabilities/troubleshooting and customer service.
  • Train assigned employees in their areas of work including customer service related methods, procedures, and techniques.
  • Provide support to the training events and assist customer service department with set-up and breakdown of equipment.
  • Manage customer service situations directly with the customer who may include issue lists and action registers.
  • Award in 2008 for outstanding contributions to the company's Global Customer Services Organization.
  • Recognized with the Customer Service WOW!
  • Assisted Customer Service Reps on site.
  • Managed all of Accom's domestic and international technical support and customer service activities and staff.

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2. Product Support

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high Demand
Here's how Product Support is used in Technical Support Senior Engineer jobs:
  • Mentor junior staff/non Windows staff on troubleshooting Windows issues using Windows Debugger and analyzing Microsoft Product Support (MPS) reports.
  • Published 20+ customer information solutions to increase the amount of self-service solutions obtainable from the product support website.
  • Provided product support for search technology products, Information Server, Enterprise Server, and SearchScript.
  • Provide 24x7 on call technical support to field engineers, technicians, and product support personnel.
  • Interact daily will cross-functional teams such as web services, product support and application development.
  • Lead project engineer for Time Step secure VPN product supporting more than 650 customers.
  • Act as a technical liaison between the customer and internal product support specialists.
  • Redelivered many classes to Technical Support Engineers and Product Support Engineers.
  • Published product support notes for internal and customer usage.
  • Discovered and documented new and ongoing product support issues.
  • Provide front line technical and escalated product support.
  • Created and maintained product support websites.
  • Implemented customer advocacy program, QA methodology, product supportability and supported product quality meeting all customer requirements.
  • Escalate issues to engineering or product support, and open code fix requests in Clearquest.
  • Assist members of other Citrix product support teams in settling cross-platform issues.
  • Provided tier 3 product support to the top 10 Avaya partners.
  • Used RightNow and Siebel CRM for product support issue management.

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4 Product Support Jobs

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3. Windows XP

demand arrow
high Demand
Here's how Windows XP is used in Technical Support Senior Engineer jobs:
  • Specialized in all aspects of Windows XP desktop support including software and hardware configuration and installation, deployment and troubleshooting.
  • Tested FactorySuite and ArchestrA components utilizing Windows based platforms including Windows 2000, Windows XP, and Windows Server 2003.
  • Installed and supported Windows XP and the migration to Windows 7 and the testing of Windows 8.
  • Installed and supported Windows XP, 2000, 7, Windows Server and Microsoft Office.

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4. Technical Support Engineers

demand arrow
high Demand
Here's how Technical Support Engineers is used in Technical Support Senior Engineer jobs:
  • Motivate 14 technical support engineers through performance coaching, career planning and setting educational objectives.
  • Developed and led technical training for customers and other technical support engineers.
  • Mentored and provided technical leadership to newer Technical Support Engineers.
  • Assist Technical Support Engineers by resuming escalated unresolved issues.
  • Managed daily activities of 7 RequisitePro Technical Support Engineers by setting schedules, assigning cases, and establishing training requirements.
  • Assisted Senior and Principal Technical Support Engineers (TSE) in resolving technically challenging, politically-sensitive issues.
  • Generated documentation and provided training to Credence Technical Support Engineers on the use of the InTouch system.
  • Use SymWise, FireFly, and TIKI to develop training tools for new technical support engineers.
  • Provided knowledge shares/coaching to other technical support engineers on new hardware and software feature package releases.
  • Designed and delivered new product training for Technical Support Engineers, Sales Engineers and Consultants.
  • Train & mentor newly hired technical support engineers on processes and applications.
  • Produced first formal On-the-Job Training Program for 5500 Technical Support Engineers.
  • Trained new hires and mentored more junior technical support engineers.
  • Mentored technical support engineers on technical problems and IT careers.
  • Mentor and train new Technical Support Engineers that are hired.
  • Developed best practices for use by junior Technical Support Engineers.
  • Managed a staff of 9 Technical Support Engineers.
  • Mentored new Technical Support Engineers.
  • Prepared the training plan and outline for the agents and conducted technical trainings to newly hired and existing Technical Support Engineers.
  • Trained new technical support engineers on policies, procedures, and my personal workflow.

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5 Technical Support Engineers Jobs

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5. Database

demand arrow
high Demand
Here's how Database is used in Technical Support Senior Engineer jobs:
  • Review the database and reports for deficiencies and resolving discrepancies by using standard operating procedures until resolution.
  • Create and maintain documentation for database configuration and support.
  • Provide bi-weekly status reports and database metrics to management.
  • Developed and maintained SQL relational database in Microsoft Access 2013 consisting of data sets related to hardware and users.
  • Provide ongoing performance tuning, troubleshooting, system monitoring and administration of the technical support SQL servers and databases.
  • Developed Access database to tie in to new labeling system to decrease time spent on inventorying equipment assets.
  • Create, maintain, and insure integrity of database objects across development, test and production systems.
  • Achieved the automation of backup for MongoDB, MySQL, Neo4j and Virtuoso databases.
  • Exhibit skills relating to database, OS, network and peripheral hardware protocols.
  • Provide Level III support and database assistance to connect with third party software.
  • Perform database tuning & performance monitoring, reporting, etc.
  • Developed and maintain SQL database of hardware and user data.
  • Utilize SharePoint to import files to the database.
  • Maintain database security via Access Control Lists.
  • Evaluate new databases and related software.
  • Support Database backup & Export/Import.
  • Used all the information gathered while working on customer issues to update and maintain an online solutions database.
  • Project Leader Led the re-implementation project for the Client Services call tracking software application and database.
  • Excelled at a trial team to develop accurate service problem knowledge databases using Kaidara Software.
  • Research on Microsoft Database and kernel upgrade to remediate DB02 errors.

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1 Database Jobs

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6. Technical Support

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high Demand
Here's how Technical Support is used in Technical Support Senior Engineer jobs:
  • Collaborate with Technical support, Sustaining Engineering and Sales consultants to resolve highly complex technical issues associated with deployment.
  • Assisted with reviewing, modifying and approving all technical support solutions for customer and internal publication.
  • Mentor entry-level Technical Support Specialists in researching, resolving and documenting customer server issues.
  • Supervised other support engineers and covered for the Technical Support manager as necessary.
  • Provided second-tier technical support for backup and disaster recovery software !
  • Prepared, tested and provided technical support for commercial grade Windows servers for OpenTV worldwide customer sales.
  • Created, ran and distributed customized technical support trending reports to various departments and managers.
  • Provided technical support to hospitals, laboratories and end users on a daily basis.
  • Provided second level remote hardware technical support consultation to third party vendor clients.
  • Provided technical support and field service support in the hotel business center.
  • Worked on all the tasks listed under technical Support Engineer II.
  • Provided technical support including help with software upgrades to FFA customers.
  • Worked as Senior Technical Support Engineer at Oracle Corporation, Denver.
  • Provided technical support/customization/training for Genie2k, ISOCS, LabSOCS, APEX-Gamma.
  • Acted as liaison between Technical Support and Product Marketing.
  • Create and streamline technical support procedures.
  • Provide Technical support and Test /Turn up functions for SOFT, HARD & PROJECT MACD SR activities.
  • Provided Level II technical support to healthcare customers and internal Level I support analysts.
  • Provide client s onsite technical support and phone technical support
  • Used crystal reports to analzye technical support trends.

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59 Technical Support Jobs

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7. Remote Access

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high Demand
Here's how Remote Access is used in Technical Support Senior Engineer jobs:
  • Used a variety of remote access programs to log into the customer network and troubleshoot and resolve issues.
  • Perform daily software updates (OS & applications) through remote access for current clients.
  • Support field technicians through call, email, text messaging, and hands-on remote access.
  • Promoted to ERT permitting remote access to customer systems via secure interface mechanism.
  • Investigated customers' issues with Fiberlink's flagship product, Extend 360; a customized Secure Remote Access Client.

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5 Remote Access Jobs

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8. SQL

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high Demand
Here's how SQL is used in Technical Support Senior Engineer jobs:
  • Implemented and executed hardware and software upgrades from Windows NT 4.0 to Server 2000, including SQL 7.0 to SQL 2000.
  • Use SQL queries and MS Report Builder 1 and 2 to assist in identifying call problem examples and problem scope.
  • Perform medial Windows 2000, SQL 2000 system administration functions for external client base, via remote accessibility.
  • Created SQL scripts for customers to identify data integrity issues and extract data for custom reports.
  • Supported proprietary software; installed and configured Cisco Wireless Access Points, and repaired MSQL databases.
  • Investigated and swiftly resolved complex data integrity issues on Access, Oracle and SQL Server.
  • Developed and Modified PL/SQL objects to fulfill the requirement as per design.
  • Provided Microsoft SQL 7.0 and SQL 2000 database management to the clients.
  • Developed and executed SQL queries to analyze and address data related requests.
  • Provide fix for SQL2008 upgrade in ECC 5 environment in ABAP.
  • Designed SQL macro queries via Remedy system for departmental use.
  • Install, configure and restore Oracle and Microsoft SQL databases.
  • Validate and implement complex SQL scripts in production environments.
  • Performed break-fix maintenance on Windows Server [ ] Directory/ADAM/SQL and to ensure reliable and available desktop pools.
  • Provided Mysql support to customers by analyzing and refining Clients databases.
  • Enhanced an in-house developed Sybase SQL Server Call Tracking System.
  • Review application SQLs to improve performance.
  • Installed and Configured SQL Server 2008 as the database for Nimsoft Monitoring Tool On-Call rotation for every 5 Weeks.
  • Provided training on newer versions of Exchange, Sharepoint, SQL, Netbackup, Oracle and Enterprise Vault.
  • Web-based follow-the-sun case tracking tool using PHP, mySQL, and Javascript.

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2 SQL Jobs

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9. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Technical Support Senior Engineer jobs:
  • Trimmed time spent troubleshooting technical problems by overhauling outdated and incomplete service procedures and holding team members accountable for process updates.
  • Provided first and second level support for clients including post-installation troubleshooting analysis, problem determination, and final resolution.
  • Provided desktop administration and support and troubleshooting for 500+-user scientific and research community.
  • Assisted in troubleshooting hardware related problems with modems/routers which increased customer satisfaction
  • Implemented designed troubleshooting techniques into company policy.
  • Provided technical support to field engineers, technicians and customers who were diagnosing, installing and troubleshooting CYLINK products.
  • Supported new molecular products, troubleshoot and assist development to bring new molecular products to market.
  • Provide technical training to support team engineers for new product information and to improve troubleshooting skills.
  • Recreated clients' hardware and software environment in-house to reproduce issues for troubleshooting.
  • Maintain university computers and troubleshoot hardware and software problems for staff and students.
  • Performed troubleshooting on wafer handling systems, including robots and flat finders.
  • Contributed articles to the online knowledge base troubleshooting tool.
  • Traveled to customer sites to troubleshoot or train.
  • Conducted installations, de-installations, daily troubleshooting, fault isolation, and regular user system maintenance.
  • Identified more effective troubleshooting/issue isolation techniques through frequent interface with equipment manufacturers.
  • Provided troubleshooting and maintenance for private line services that included voice and data applications, Accunet T1.5 and MEGACOM 800.
  • Master servers, Media servers, Clients) * Support and troubleshoot storage systems.
  • Assigned to Bellsouth advanced DSL support team, provided * telephone troubleshooting for computers, networks, routers and modems.
  • Experience with troubleshooting the operation of IP networks, including both LANs and WANs.
  • Diagnose and troubleshoot automated video transcoding workflows with broadcast engineers worldwide regarding transcoding products.

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3 Troubleshoot Jobs

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10. Unix

demand arrow
high Demand
Here's how Unix is used in Technical Support Senior Engineer jobs:
  • Assisted in the development and implementation of a training program in basic UNIX System Administration including database and application administration.
  • Support functions included expertise of UNIX based workstations, TDM multiplexing communication processors.
  • Presented at several customer conferences on basic UNIX administration.
  • Designed and developed tools to migrate Wang VS PACE meta-data, data and block-mode applications to Open PACE on UNIX platform.
  • Forced data imports using UNIX editors in the loading of photo files for vehicles listed on the GUI.
  • Provided technical support for Network Management Systems running HP OpenView on both the PC and UNIX platforms.
  • Assisted Network Appliance customers with configuring NAS Storage in the UNIX and Windows environments.
  • Conducted engineering analysis for the UNIX Operating System and the FDD fiber optic LAN.
  • Supported hardware and software support for products on both UNIX and Microsoft systems.
  • Developed automated testing procedures utilizing UNIX, Python, and other scripting languages.
  • File migrations from UNIX to Windows, and Windows to Unix Servers.
  • Root password recover for in the UNIX servers.
  • Analyze various logs using standard UNIX tools such as cat, grep, cut, VI and so on.
  • Provide subject matter expertise and UNIX Admin services to Lucent customers for their ConnectVu telephone switch provisioning software.
  • Provide level II support in troubleshooting file transfers using Unix, Catalina, and Connect Direct logs .
  • Provided solutions to UNIX Admins and Oracle DBAs on best uses of VCS and Storage Foundation software.
  • Designed and programming call reporting programs in Qbasic and Unix script.
  • Conduct interviews for Clearcase UNIX team.
  • Created and tested GUIs for system telemetry and monitoring applications in both Windows and UNIX environments.
  • Write Unix shell scripts employing sed, awk, and other UNIX utilities to automate various Sterling Integrator maintenance functions.

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10 Unix Jobs

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11. Linux

demand arrow
high Demand
Here's how Linux is used in Technical Support Senior Engineer jobs:
  • General Administration of Unix/Linux - Installation, Perform problem diagnosis and troubleshooting.
  • Support customers on multiple platforms including Windows Server 2008 R2, Windows 7, Server 2003/XP and Linux Ubuntu 10.4.
  • Created web server and scripts on Linux/Unix on computer or virtual machines to improve support engineer efficiency.
  • Maintain various operating systems: Unix, Linux, Windows XP, NT4.0 and also OS/2.
  • Diagnose simple to complex e-mail issues via SMTP/POP/IMAP using various UNIX/Linux tools and SQL.
  • Provided senior level support to client/users on Linux, Windows, and Macintosh platforms.
  • Perform tool upgrades to Linux and software support for over 250 tools worldwide.
  • Administered Windows 2003/2008/2012 and Red Hat Linux servers for various enterprise customer environments.
  • Provide desktop support for Linux, Windows & Apple systems.
  • Experience of WLAN, L2/L3 (Ethernet, TCP/IP), SNMP, HTTP, Linux/UNIX/Windows operating systems.
  • Provided nationwide remote support for Unix and Linux-based Senoscan mammography systems including attached PACS systems.
  • Install, configure and maintain database/web/application servers on windows/Linux/Solaris.
  • Interfaced directly with wide variety of clients to support development, configuration and installation of Linux and VOIP servers and applications.
  • Direct hands on experience with: Apache server, Oracle Portal, Linux, Solaris and Windows.
  • Performed detailed analysis and implemented software solutions for a mixed Windows, LINUX, and VMWARE environment.
  • Expanded lab infrastructure to include new Windows, Solaris and Linux systems connected to SAN storage.
  • Supported UNIX/Linux based servers running VCS and Veritas Volume Manager software.
  • Provide support for Linux, mainly Redhat.
  • Supported CFT on the mainframe, ISeries, Tandum, Linux (multiple flavors), and Windows platforms.
  • Supported JDEdwards Trained colleagues to install and manage oracle binaries on VMware and Linux.

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12 Linux Jobs

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12. Email

demand arrow
high Demand
Here's how Email is used in Technical Support Senior Engineer jobs:
  • Provide technical support/assistance to a network of national and international dealers via telephone and email.
  • Entered customer support issues into a database and prioritized incoming emails.
  • Provide assistance and some user training for TRIRIGA over desktop streaming sessions as well as phone and email support.
  • Provide in-depth support via phone, email or remote session for Scheduling software product suite and supported platforms.
  • Provide real time telephone and email support on advanced technical architecture, design, and environment issues.
  • Perform in-depth diagnostic work, directly with customer production sites via phone, email and web meeting.
  • Interact with customers daily through phone, email, and WebEx using a severity based ticket system.
  • Performed intake and resolution of application issues via phone, email and online tracker.
  • Provide support coverage via phone, email, web and sometime on customer site.
  • Log all inbound activities (phone and email) into Customer Relationship Management System.
  • Provided phone and email support to clients in North America and Europe.
  • Supported users/researchers with email account set-up on PC and MAC platforms.
  • Fixed issues with Marketo's marketing SaaS application with customers over the phone, email and GoToMeeting.
  • Resolved technical escalations from Level 1 Helpdesk with customers, by phone or email.
  • Responded to and resolved complex Citrix problems via phone and email support.
  • Project management for New IP voicemail system offerings.
  • Help customers setup & troubleshoot Secure Email Gateways
  • Supported Kana Response, an email tracking tool and Kana Response Live, a Web Collaboration tool.
  • Implemented and managed Local Area Networks, including Windows and Novell Netware Servers, installed and maintained Lotus CCmail email system.

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13. Knowledge Base Articles

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high Demand
Here's how Knowledge Base Articles is used in Technical Support Senior Engineer jobs:
  • Author knowledge base articles for common issues (add new FAQs/video tutorials and update the existing ones).
  • Review and update current Knowledge Base articles as well as create new ones for undocumented corrected issues.
  • Maintained the support team's website, creating both internal and public knowledge base articles.
  • Authored numerous knowledge base articles and training manuals on Renew Data's ComplianceNow solution.
  • Author technical knowledge base articles for customers, and other departments within Nuance.
  • Authored Technical Newsletters, Knowledge Base articles, FAQs and Technical Service Bulletins.
  • Assist IBM Documentation team in creating Knowledge Base articles to augment Customer self-support.
  • Give feedback on existing knowledge base articles to improve the quality of published articles
  • Authored Apple Knowledge Base articles for web resource.
  • Create new and update existing Knowledge Base articles.
  • Created internal and public facing knowledge base articles.
  • Contributed to internal Knowledge base articles for solutions.
  • Created numerous new Knowledge Base Articles in PRIMUS
  • Researched and authored over 500 knowledge base articles for the release of the VMware View 4.5 product.
  • Work with Sales Force to open cases, indentify customer assets and write knowledge base articles.
  • Author knowledge base articles Reproduction, diagnosis, and root cause analysis.
  • Develop knowledge base articles and documental support guides for internal and external users on newly released application platforms.
  • Write and publish Knowledge Base articles in Citrix's online knowledgebase.

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5 Knowledge Base Articles Jobs

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14. Setup

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high Demand
Here's how Setup is used in Technical Support Senior Engineer jobs:
  • Provide administrative support for Windows & Mac systems including backup and disaster recovery, user account setup and security administration.
  • Trained and assisted colleagues on Interwoven client/server and RightFax client/server setup and configuration.
  • Conducted adds/moves/changes and office setups for data and voice communications.
  • Selected Contributions: * Orchestrated planning and on-site setup of an average of 50 software / hardware systems annually.
  • Provision, configure, calibrate, validate and maintain customer setup through use of web based interfaces and SQL.
  • Set up test cases in matching environments, analyzed data setups, applied patches, and found workaround solutions.
  • Resolved clients' questions or problems related to system configurations/setup, product functionality, bugs and enhancements !
  • Provided support to management in retail point-of-sale, and led setup and operations in remote sales events.
  • Worked on the setup and tuning of all the various components in the system.
  • Provided email security technical support (upgrade, setup and migration).
  • Manage all new user setups, MAC's and Active Directory management.
  • Performed setup Medical dictionaries systems with MedDRA and WHO Drug.
  • Supported Marketing groups Trade Shows on site with booth setups.
  • Help with setup of phone service at new.
  • Assisted customers with setup of Standard/Enhanced OS on various Sonicwall models and integration into existing network infrastructure.
  • Supported complex applications configured for stand-alone and networked setups.
  • Provided direction and technical support during the course of all trade shows including setup and breakdown activities.
  • Initiate and setup a Technical Support Twiki for our group to use in order to share information.
  • Debug cluster setup to work with backup databases application.
  • Assisted customers in architecting their ETL process and provide d technical help to setup high availability and grids.

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2 Setup Jobs

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15. Hardware Issues

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average Demand
Here's how Hardware Issues is used in Technical Support Senior Engineer jobs:
  • Company sent me to Italy to investigate hardware issues on our products that resolved a quality problem.
  • Investigate and resolve computer software and hardware issues on all manufactures of personal computers.
  • Helped customers troubleshoot hardware issues and dispatched on-site technicians and parts as necessary.
  • Installed and supported semiconductor metrology equipment software and hardware issues internationally.
  • Problem-solved hardware issues with Servers, Telecom Devices, Storage Area Networks and Raid arrays.

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16. QA

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average Demand
Here's how QA is used in Technical Support Senior Engineer jobs:
  • Recommended improvements to development and QA regarding new software releases.
  • Assisted Development and QA to review all product defects to help determine product release status and required fixes for product updates.
  • Introduced Agile methodology in order to manage day to day interaction with development, QA and variety of business owners.
  • Worked with multiple engineering and QA teams to log and monitor over 100 set top box defects using Bugzilla.
  • Served as an effective mediator between developers, QA testers, application support team and customers.
  • Worked closely with Engineering and SQA to quickly identify and solve software and customer issues.
  • Participated in the development of the new tools, QA and reviewing the documentation.
  • Supported all Test, Development, and QA, Y2K and Production Server environments.
  • Provided technical support, coordinate and QA testing skills in growth of the company.
  • Assisted QA and Implementation teams for testing installations, new patches and performance.
  • Support liaison to Sales, Engineering, and QA on interface issues.
  • Prepared and executed QA testing of software product enhancements for OEM customers.
  • Provided customer training for manufacturing, QA & tech support personnel.
  • Provided continuous technical training and QA for support engineers globally.
  • Conducted QA testing, experimentation, and performance testing.
  • Write test plans and train junior QA engineers.
  • Manage and coordinate new Production, QA, and DR rollouts and code deployments on a weekly basis.
  • Offer workaround or solution or interface with QA and Development teams to create hotfix for customer.
  • Trained all new Technical Support, Sales, and QA Personnel as well as VARs.
  • Measured and evaluated KPIs: CSAT, QA, FCR, AHT, ACH, and ASA.

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17. Solaris

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average Demand
Here's how Solaris is used in Technical Support Senior Engineer jobs:
  • Administered applications for hosted sites, including Solaris and Oracle administration.
  • Led engineering task-force for Solaris Support conformance.
  • Front line phone support for Solaris, storage, backups, and general OS.
  • Analyzed and debugged Solaris core dumps, diagnosed technical problems.
  • Supported Solaris versions 2.3 to 2.8, including x86.
  • Administer and Monitor apache server, HP-UX, Windows Server 2008 and Solaris 9 workstations.
  • Dedicated Sun / Solaris technical support for specifc high value Oracle customers.
  • Certifed Solaris 10 System Administrator.

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18. Vmware

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average Demand
Here's how Vmware is used in Technical Support Senior Engineer jobs:
  • Reproduced and performed troubleshooting on customer reported issues in simulated VMWare environments.
  • Participated in a team that created a Disaster Recovery Environment for TSE's in our VMWare ESX server environment.
  • Assumed role as senior resource in Enterprise Desktop team, providing support for VMware View and ThinApp products.
  • Use VMware to simulate customer environment to detect potential issues and testing.
  • Subject Matter Expert for troubleshooting and integration with VMware and OpenStack.
  • Performed server maintenance on VMware servers with zero downtime.
  • Created test-beds with various operating systems through VMWare.
  • Support and Administer Vmware workstation version 7.
  • Installed servers on HP DL series hardware and VMware 5.0.
  • Subject Matter Expert for troubleshooting and integration with VMware and OpenStack UCS deployments for new installs and implementations remotely through WebEx.
  • Design and administer virtual labs using VMware vCloud Director that help assist Encryption Support Services with troubleshooting customer environments.
  • Deploy and setup the virtual appliance in multiple virtual environments such as VMware, Xen Server, and Hyper-V.
  • Support Services, VMware Canada, (Full Time - Perm.)
  • Manage virtualization solutions such as VMware VSphere 4 and 5, Microsoft Hyper-v, and more.
  • Install and configure VMware's vSphere 5 for vRanger 5 beta testing and product updates.
  • Involved in the Virtualization of VMware VSphere 4.x/5.x administration for the URC group.

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11 Vmware Jobs

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19. PCS

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average Demand
Here's how PCS is used in Technical Support Senior Engineer jobs:
  • Analyzed problems using GTF traces, XDC debugger, IPCS and review of source code then provided extensive documentation of issue.
  • Completed hardware support on laptops and PCs, configuring computers, preparing hard drives, for Operating System Installations, troubleshooting.
  • Used state of the art remote tools to resolve hardware and software issues on PCs throughout the US and Europe.
  • Designed and developed CASE Trading PCs Inventory database (MS Access); still in use today.
  • Involved in the installation and maintenance of Branded Servers, desktop PCs, Printers and different Networks.
  • Direct responsibility for overseeing that customer satisfaction in met within Voice Stream GSM/PCS1900 markets.
  • Utilized IPCS to read mainframe dumps, analyze sniffer traces and product traces.
  • Installed, commissioned & maintained PCs, Servers at various customer locations.
  • Provided CDMA Technical Customer Support for Sprint PCS CDMA Network.
  • Performed installation of hardware upgrades for PCs and printers.
  • Analyzed SVC dumps using IPCS.
  • Support and develop BAR, SCHED, PCS, DBMS and MCA Applications.
  • Upgraded all company 486, Windows 3.1 PCs to Dell Optiplex Pentium III, Windows 95.

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20. OS

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average Demand
Here's how OS is used in Technical Support Senior Engineer jobs:
  • Accelerated revenues by over half a million dollars in two years by identifying service delivery gaps and cross-selling additional services.
  • Worked closely with sales engineer, software engineer, marketing, test engineer and repair departments to enable integration improvement.
  • Diagnose a wide variety of problems and solve them or coordinate support from other VERITAS and hardware vendor resources.
  • Performed advanced problem analysis and isolated problems working closely with 3rd party vendors, Technical Leads and Escalation.
  • Analyze NetBackup and operating system logs to diagnose and resolve NetBackup, network and hardware problems.
  • Perform application testing, in the lab, to reproduce problems and for training purposes.
  • Develop basic data and make preliminary layouts, sketches and notes to present design proposal.
  • Volunteered as subject matter expert for OS/2 platform while continuing to support all other platforms.
  • Developed system guides for presentations and workshops and executed those guides in presentations and workshops.
  • Maintain a working knowledge of industry standard software, hardware systems and relevant diagnostics.
  • Lead the support team in stats for replies and closed tickets.
  • Maintained one of the highest case closure rates in the department
  • Analyzed, researched, diagnosed and resolved complex client problems.
  • Diagnose and resolve NetBackup and system performance issues.
  • Created relevant KPIs for effective measurement of service delivery across the clientele
  • Diagnose network configuration and hostname resolution issues.
  • Automated Job Scheduling using Autosys scheduling software.
  • Support & Manage CPan Control Panel for easy web hosting services to clients expecting 99.9999 % uptime on web services.
  • Installed and configured employee hardware including, Windows and Mac OS X PC's, iPhones, and Android Smartphones.
  • Specialized in instruments designed to measure quantitative glycosylated hemoglobin A1c family, such as the Diamat, MDMS and Diastat.

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21. Active Directory

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Here's how Active Directory is used in Technical Support Senior Engineer jobs:
  • Managed Active Directory for Windows-based servers.
  • Mentored staff on installing Microsoft Active Directory, MS Radius and CISCO IOS routers to provide redundant support for all customers.
  • Managed & supervised 20 physical servers: Domain controllers, Active Directory, Backups, File & print servers.
  • Managed Active Directory to add, modify, or delete domain users, computers, and printers.
  • Managed new user creations using Active Directory for over 2000 users across the globe.
  • Key team member of the Windows domain to Active Directory conversion/implementation.
  • Manage Client s Active Directory and Microsoft Exchange 2007.
  • Assist in implementation and design of Microsoft Active Directory.
  • Created and provisioned new user accounts in Active Directory.
  • Installed Printers and published them in Active Directory.
  • Supported user's accounts in Active Directory.
  • Worked in Active Directory domain.
  • Manage and maintain basic configuration of active directory and maintain security of fileserver.
  • Supported Active Directory backup and restoring with Windows Server 2000 and 2003 Supported SMB companies with technical support for CDP devices.
  • Manage Active Directory and Exchange (Office 365) Migrate customer's 30,000 Lotus Notes mailboxes to Microsoft Office 365.
  • Converted network from workgroup by designing and installing Active Directory servers and deployment of clients in multiple locations.
  • Worked with Active directory Migration tool Dirsync and Azure while migrating from Local to cloud.
  • Exchange, MSSQL, Enterprise Vault, SharePoint, Lotus Domino, Active Directory, Oracle, DB2, SAP).
  • Experience working with Active Directory, Office 2000/2003/2007, Windows 2000/XP, Citrix Metaframe, Vista, and Windows 7.

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22. Technical Documentation

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average Demand
Here's how Technical Documentation is used in Technical Support Senior Engineer jobs:
  • Created technical documentation for both external and internal customers to help ensure customer satisfaction and continuity of resolution procedures.
  • Participated in cross-functional communications with internal Marketing, Sales, Engineering, Deployment, and Technical Documentation departments.
  • Modified and updated troubleshooting guidelines and technical documentation for transition from Divine to SilkRoad.
  • Provided technical documentation for new and existing products and conducted training on equipment.
  • Reviewed CIENA technical documentation to ensure accuracy for release to customers.
  • Review and revise product technical documentation for completeness and accuracy.
  • Develop technical documentation and perform in-house training to personnel.
  • Authored technical documentation for IOS troubleshooting and recovery.
  • Reviewed specifications and technical documentation for technical accuracy.
  • Create and edit public technical documentation.
  • Created Technical documentation for knowledge base.
  • Supervised the efforts of a three member team which consisted of representatives from Engineering, Technical Documentation, and Customer Services.
  • Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Developed technical documentation to enhance the support and stability of multiple product lines of the business.
  • Write and review technical documentation including service guides, service bulletins and service flashes.
  • Designed and administered Remedy bug tracking and call tracking systems Participated in writing technical documentation and manuals
  • Create and implement technical documentation of standard procedures for TSEs on the team to follow on Technology Wiki.
  • Redesign company training methods, curriculums, and technical documentation to reduce learning curve.
  • Author and edit technical documentation including white paper presentations and technotes for Netbackup and Symantec (Veritas) SAN products.

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23. Tcp/Ip

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average Demand
Here's how Tcp/Ip is used in Technical Support Senior Engineer jobs:
  • Supplied technical expertise including the installation of DHCP, WINS, DNS, TCP/IP, IIS and remote access servers.
  • Provide training, programming, TCP/IP packet capture, logs analysis, and troubleshooting; serve as escalation point.
  • Supported operations like TCP/IP, Desktop Support, Software Upgrades, EPABX, Video Conferencing etc.
  • Performed primary and secondary customer support for all API's in TCP/IP Developer's Toolkit.
  • Set up and maintain key customers' production environment in three ties TCP/IP network environment.
  • Performed configurations of protocols, not limited to TCP/IP, IPX/SPX, NetBEUI.
  • Used different hard- software tools as SS7, TCP/IP protocol analyzers.
  • Conducted network troubleshooting (TCP/IP, LAN).
  • Supported all TCP/IP and Microsoft Networking issues.
  • Gained an understanding of network protocols, including: TCP/IP, UDP, HTTP, TFTP, RTP, and DHCP.
  • Maintained a Merlin Magic phone & voicemail system Protocols: TCP/IP, DNS, DHCP

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24. Problem Resolution

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average Demand
Here's how Problem Resolution is used in Technical Support Senior Engineer jobs:
  • Coordinated problem resolution with design engineers and upper-level management when necessary, to ensure company profitability and customer satisfaction.
  • Communicated in representing the service delivery organization as the client interface from problem identification to problem resolution.
  • Maintained a closed loop communication style assuring all appropriate individuals are notified of problem resolution status.
  • Define and manage problem resolution plans and communicate closure/resolution to partners and customers.
  • Coordinated all troubleshooting/problem resolutions for other IT Operations team members.
  • Provided thorough support and problem resolution for customers.
  • Call tracking/problem resolution using Lotus Notes.
  • Developed Incident tracking, problem resolution system and knowledge database, improving ticket resolution and closure cycle time by 75%.
  • Created bug reports and tested final software builds from development department for customer problem resolution through all phases.
  • Provide technical and application problem resolution and escalation assistance for the Workforce Management (WFM) software package.
  • Compiled a knowledge base of best practices, checklists, and tools to assist TSE with problem resolution.
  • Authored over two dozen knowledge base articles to help assist customers with troubleshooting and problem resolution.
  • Work in a team environment where multiple players contribute to problem resolution.
  • Owned and navigated technical problem resolutions from the start to customer satisfaction.
  • Level 3 problem resolution specialist for unique and previously unresolved issues.
  • Developed and published global Technical Updates simplifying problem resolutions by creating simplified electrical, pneumatic, fluidic schematics and diagrams.
  • Machine problem resolution with a focus on quality and process improvements to ensure manufacturing standards, saftey and performance.
  • Create and update technical knowledge for use in problem resolution Responsible for beta testing and validate product new features.
  • Write Java Programs as needed Write problem resolutions for IBM's Knowledge Base.
  • Established working relationships with Developers to insure efficient problem resolution for Customer issues..

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25. Voip

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average Demand
Here's how Voip is used in Technical Support Senior Engineer jobs:
  • Provided technical support for numerous infrastructure systems including conferencing, communications, VOIP, and Video Teleconferencing.
  • Detailed reading of T1-RB, ISDN, VoIP, Apache and Tomcat logs to resolve customer trouble tickets.
  • Support Toshiba's Quality Assurance department on testing and releasing CTX / CIX Hybrid Digital and VoIP system.
  • Image of OS and network applications such as VOIP and systems related to company offered services.
  • Utilized Nokia OSS platform, GSM / UMTS, LTE architecture, VoIP and 3GPP specifications.
  • Install, repair, troubleshoot and maintain data and voice network equipment including IP Telephony/VoIP.
  • Provided support and recommendations for the support ticket system and Interactive Intelligence VOIP telephony systems.
  • Provided sales engineering, support and training for advanced VOIP Telephone Systems and Call Centers.
  • Test VOIP application call scenarios and server configurations in the lab.
  • Provide technical support for cloud hosted contact centers using SaaS VOIP and eMedia solutions.

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26. Nortel

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average Demand
Here's how Nortel is used in Technical Support Senior Engineer jobs:
  • Worked with an integrated Nortel team to deploy the first applications of UMTS in the AT&T Network.
  • Provided second level phone support on Nortel Networks cell and frame based Switches and Routers.
  • Worked at Nortel in GNTS position until the Emergency Recovery group was started in 2002.
  • Conducted training and demo sessions with distributor clientele show casing Nortel Network product offerings.
  • Developed and taught training for customer engineers as well as Nortel Engineers.
  • Prime customer contact concerning technical issues with Nortel's SONET equipment.
  • Open cases on Nortel documentation, recommend corrections as necessary.
  • Supported the Nortel Networks Enterprise Call Center Portfolio of products.
  • Provided 24X7 support for Nortel's Canadian CDMA market.
  • Provide national technical support for Nortel Products.
  • Shared Technologies is a Nortel Elite partner.
  • Started working at Nortel Networks to provide Fourth level support to Nortel Networks distributors and customers.
  • Trouble tickets were driven to resolution inside the Nortel committed timeline.
  • Provide pre-in service support to Nortel installation and customers.
  • Beacon Telecom Inc. is a Nortel premium partner.
  • Deployed and maintained Nortel firewalls, Nortel intrusion sensors, and secure filters between trusted and untrusted systems.

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27. VPN

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average Demand
Here's how VPN is used in Technical Support Senior Engineer jobs:
  • Perform first and second level technical support to assist customers with their VPN (Virtual Private Network) related issues.
  • Coordinated the migration of a critical customer network nationwide from a Frame-relay cloud to a VPN MPLS cloud.
  • Create telephony call routing via NNACL, LERG, voice VPN, number portability, and dial plans.
  • Provide and Implement MNS customer with IP base VPN network design.
  • Aided in the troubleshooting of VPN's, VoIP, Pix Firewalls
  • Utilize VPN technologies to diagnose and resolve client issues.
  • Assist clients with VPN software and network access issues.
  • Create VPN accounts as well solving VPN related queries.
  • Provided Level 2 support for Sonicwall hardware firewall and software applications (Global VPN client, GMS, Viewpoint).
  • Supported customers using Fuji's Axeda device relationship management (DRM) software as well as Cisco VPN technology.
  • Provided support for VPN/RADIUS authentication delegation to Onelogin and provided other support functions in a lead role.
  • Configured and managed L2/L3 Ethernet switches, routers, firewalls, VPNs, terminal servers.
  • Administered OpenRadius to provide vpn access.
  • Support of remote access and mobility solutions that include Cisco and Nortel VPN, IPass and Blackberry.

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28. Internet

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average Demand
Here's how Internet is used in Technical Support Senior Engineer jobs:
  • Performed technical support duties to Internet Service Providers to solve telecommunication network related problems.
  • Provide IT fiber-optic/cable/mobile support for Internet connections directly to consumers.
  • Provided installation assistance to customers who were deploying internet-based connections.
  • Configure various DSL modem/routers for internet connectivity.
  • Served as project analyst and 24/7 direct customer liaison for AOL and MSN, supporting the global dial-up internet infrastructure.
  • Experience in installation and configuration of MS SQL Server 2005/2008/2012 and Internet Information Services (IIS).
  • Supported end customers as the Cisco Moderator for Cisco Support Communities internet forums.
  • Engaged Internet providers to resolve connectivity issues at customer branches and stores.
  • Network integration and engineering of IP and Optical Internet network systems.
  • Provided technical support for business internet connections, DNS and email.
  • Supported Windows 95/98, Internet Explorer, and messaging.
  • Handle escalated trouble tickets for external internet clients.
  • Maintained relationships with technology vendors, outsourcer & internet service providers ensuring service level agreements are being met.
  • Architected Internet Cafe with redundant systems and external storage, providing 90 desktops to sales teams at over 60 conferences.
  • Coached customers in migrating email addresses, troubleshooting Internet and Wi-Fi connections.
  • Configure software to connect to Internet application servers based on citrix, cisco, novel, 3CX and novel.

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29. IIS

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average Demand
Here's how IIS is used in Technical Support Senior Engineer jobs:
  • Provided support for knowledge base products on Windows using COM objects and IIS with Oracle or SQL Server database.
  • Supported software running on DOS, Windows, and distributed web servers running IIS and Oracle.
  • Experienced in installation and configuration of Web Servers, including Apache, Tomcat and IIS.
  • Have also worked on IIS Web Server issues as TotalLMS sits on top of IIS.
  • Support 700 university and college SQL Server environments and 260 IIS web server environments.
  • Have also worked on J2EE Server issues for Tomcat, IIS etc.
  • Installed IIS Server and helped with technical support and troubleshooting.
  • Trouble shoot web server (IIS) issues dealing with HTML, ASP.NET, SSL Certificates.
  • Authored support documentation for customers on configuring Microsoft Active Directory, Novell, and CISCO ACS for Radius and IIS.
  • Create IIS solutions for technical issues Re-create client environments in Support testing environments in order troubleshoot EDC clinical issues.
  • Learned UNIX, HTML, and rmDIIS, troubleshooting back end issues.

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30. Symantec

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low Demand
Here's how Symantec is used in Technical Support Senior Engineer jobs:
  • Provide support to global customers with troubleshooting Symantec Enterprise Vault Core Products, Compliance Accelerator and Discovery Accelerator.
  • Provided second-tier technical support for Symantec Endpoint Protection.
  • Tested network connectivity in between Symantec Ghost clients and server, involving physical and virtual computers.
  • Provided ADV support for Enterprise Customers using Symantec Control Compliance Suite.
  • Handled over 300+ issues related to Symantec Ghost Solution Suite.
  • Created technical solution articles for Symantec Ghost Solution Suite.
  • Connected workstations in network with Symantec Ghost Server computer.
  • Create and modify Symantec encryption knowledge base articles.
  • Used Symantec Ghost for building PC's.
  • Enhanced efficiency by deploying Symantec Altiris for configuration management.
  • Support and implement security like VXSS, TCP/IP firewalls, tape encryption and Symantec and End Point Protection with Netbackup.
  • Worked as a Level 2 Enterprise Technical Support Engineer for 15 months with Symantec Ghost Solution Suite.
  • Used Symantec AntiVirus Corporate Edition 9 for antivirus protection on PC's.
  • Managed and ensured satisfactory resolution of Altiris/Symantec customer's escalated technical support issues as a member of the Advanced support team.
  • Provide enterprise level technical support for Symantec Management Platform (formerly Altiris), Symantec Endpoint Protection.
  • Supported Symantec Client Security, Symantec Corporate Edition, Symantec Mobile Security, and Symantec Mail Security for Microsoft Exchange.

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31. CRM

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low Demand
Here's how CRM is used in Technical Support Senior Engineer jobs:
  • Content included instruction on all DVR software and hardware systems, CRM Account Management, Diagnostic Tools and Consumer Web Portal.
  • Perform functional testing for the Fusion CRM application and coordinate with the development team to log bugs and fix the issues.
  • Worked with senior staff to redesign and customize NetSuite CRM solution to fit the needs of the support organization.
  • Created and implemented new disposition hierarchy used to log every support ticket in the RightNow CRM system.
  • Handled all CRM support ticket escalations via phone and email from lower level Technical Support group.
  • Supported mobile solution to allow technicians to access SAP and CRM systems from mobile devices.
  • Create documentation and training material, such as the 'Microsoft Dynamics CRM Training Program.'
  • Record, update, and manage all assigned service requests leveraging Brocades CRM.
  • Identify known issues, hardware, and software problems leveraging Brocades CRM.
  • Document cases, recommendations, and resolutions clearly in CRM system.
  • Coordinated creation and revision of CRM Standard Text Libraries.
  • Managed installation process for new Pivotal CRM tool.
  • Point person for all CRM related needs.
  • Resolve customer issues involving installation, upgrade, and configuration of Siebel CRM and vertical/industry-specific applications.
  • Assist customers in resolving Service Requests (Cases) experienced during implementation, administration and maintaining the Siebel CRM applications.
  • Designed and conducted presentations for large audiences to get them acquainted with Salesforce CRM.
  • Provide technical support and solutions for Oracle's 5,000+ Siebel CRM customers.
  • Used Scopus ProTeam (CRM) for issue tracking and reporting.
  • Provide customer with solutions to issues with the Siebel CRM application.
  • Subject Matter Expert for third-party integrations, APIs, Salesforce, and Microsoft Dynamics CRM.

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32. Customer Base

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low Demand
Here's how Customer Base is used in Technical Support Senior Engineer jobs:
  • Provided emergency and non-emergency technical support on a variety of telecommunications products for the North American customer base.
  • Spearheaded implementation of a reporting processes for analyzing system performance and resource management for customer based systems.
  • Provided primary technical support and project management of customer accounts: o Supported customer base via telephone and on-site presence.
  • Provided support to customer base all over America, Canada, South America and partially in Europe and Asia.
  • Deliver post-sales support and solutions to the customer base while serving as an advocate for customer needs.
  • Team member of global Customer Support organization that provides 24x7x365 support to a global customer base.
  • Deliver Global technical support and solutions for the JD Edwards Enterprise One ERP customer base.
  • Perform testing for IPV6 implementation for selected customer base.
  • Provided support for multi-generational broadcast TV and streaming hotel VOD storage systems for domestic and international customer base.
  • Provide Sr. TS engineering level technical analysis and problem resolution to Altiris Management Suite customer base.
  • Work in a team environment, supporting multiple multi-tier, web-based, products to a worldwide customer base.
  • Explore (TDI) software support for Wavefront staff and customer base in North and South America.
  • Experienced threat protection specialist - Provided award winning technical support to an international customer base.
  • Support Peoplesoft Financials global customer base by troubleshooting and resolving issues.
  • Managed a tier of Oracle's Siebel Gold Support Customer base providing hand-crafted support solutions in a complex Siebel configuration environment.
  • Supervised junior engineers and participated in 24x7 global support coverage for Citrix Enterprise and Partner customer base.
  • Provide "level 2" technical support for national customer base.
  • Provide "Pre-Sales" technical support for national customer base.
  • Provided technical support for sales and operations in the tristate area AREA MANAGER Responsible for maintaining customer base Supervised maintenance technicians

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33. DNS

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low Demand
Here's how DNS is used in Technical Support Senior Engineer jobs:
  • Managed all DNS records for MACE internally/externally using Domain Panel and Network Solutions.
  • Set up and maintained DNS server and resolved both internally and externally.
  • Created and modified DNS records and troubleshot related server and transfer problems.
  • Supported customer's configuration of DNS, WINS, and DHCP.
  • Provided IPAM/ DNS / DHCP support in a 24/7 basis for fortune 500 companies.
  • Provided IPAM administration (DNS, modifies, adds, deletes) and standard escalation for network monitoring with Nagios.
  • Compete all IP requests for Global sites using Infoblox for DNS, A-records, C-Names and IP subnets as needed.

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34. Level Support

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low Demand
Here's how Level Support is used in Technical Support Senior Engineer jobs:
  • Served as second-level support at Worldwide Software Assistance Center for industry leading data-storage company.
  • Provided Central Office Infrastructure and third level support for the DSL Network for maintenance and cage turn up.
  • Provided Second Level supports for Field Engineers and System Engineers in these locations.
  • Lead Engineer responsible for providing second level support for complex ATM networks.
  • Provided second-level support to the Help Desk for complex PC issues.
  • Managed and supported MSP clients and provided top level support.
  • Acted as a tech lead to second level support engineer.
  • Provide tier I and II level support to users.
  • Provide training to End Users and 1st Level Support.
  • Provide upper level support for network Technical Issues.
  • Mentor to 1st Level Support Team.
  • Assisted with critical level support contracts.
  • Provided second level support to NetIQ professional services representatives and resellers.
  • Hired as an entry level support technician for Bellsouth DSL, promoted to advanced level account troubleshooting for Sprint DSL.
  • Provided first and second level support via phone, email, and web cases to Postini's 10,000+ customers.
  • Serve as the first & second level support for all on-boarding related questions and issues .
  • Provide 2nd and 3rd level support for the Kronos Workforce Central application suite.
  • Provide second level support to internal FSEs, and trained customers.
  • Project: British Telecom / SBC Yahoo Worked as a Second Level support.
  • Project Eli-Lilly - ITO SD And ILC Technology: Citrix first level support, AD, LDAP, MS Office 1.

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35. SAN

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low Demand
Here's how SAN is used in Technical Support Senior Engineer jobs:
  • Determine storage requirements and develop QSAN Storage array solutions for customer.
  • Supported remote site camera operations aboard U2 reconnaissance aircraft.
  • Pushed for solution to offset capacity hit which eventually led to a solution that saved hundreds of thousands of dollars.
  • Back line Tier 2 support of SAN, NAS and DAS storage for enterprise customers worldwide.
  • Represent the team in Change Authority Board, to approve or disapprove changes in SAN.
  • Supported a WAN made of thousands of Windows NT servers in a retail environment.
  • Helped manage and monitor remote distribution of software to thousands of client computers.
  • Performed unit-level repairs in-house, saving tens of thousands of dollars per year.
  • Demonstrated strong knowledge of Storage Area Networks (SAN) networks.
  • Worked with SAN, SSO, and Microsoft cluster technologies.
  • Performed some desktop/laptop hardware/software installation with SAN & POS Networks.
  • Required to troubleshoot problems in a SAN environment.
  • Advanced SAN and NAS analysis/diagnosis.
  • Provided engineering support for a highly customizable monitoring dashboard designed to collect and display data from thousands of sources.
  • Utilized basic SAN troubleshooting skills (such as fibre channel zoning/loop functionality, etc)
  • Supported LCS 2 in Norfolk, VA, Jacksonville, FL and San Diego, CA for IPDA & PSA availabilities.
  • Maintained sandbox environments ( running different.
  • Travelled throughout the U.S. and Caribbean Islands giving onsite training to thousands of end users.
  • Applied knowledge of fibre channel storage, SAN switching, FCoE, iSCSI to analyze SCSI issues on ESXi hosts.
  • Furnish Asant Resellers and customers with pre and post sales networking technical support.

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5 SAN Jobs

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36. Test Procedures

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low Demand
Here's how Test Procedures is used in Technical Support Senior Engineer jobs:
  • Experienced with the tools and test procedures/equipment used in electronic installation, maintenance and testing.
  • Developed Engineering Drawings, Test Procedures, and improved overall test Quality and Efficiency.
  • Compose Acceptance Test Procedures (ATP's) for customer acceptance sign off.
  • Created and improved production test procedures, and created LO/TO safety procedures.
  • Write and perform qualification and various test procedures.
  • Established system test procedures and tracked results.

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37. New Product Development

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low Demand
Here's how New Product Development is used in Technical Support Senior Engineer jobs:
  • Participate in cross-functional teams relating to product field performance and new product development.
  • Involved in new product development, PECVD and Frond End Automation.

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38. Troubleshot

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low Demand
Here's how Troubleshot is used in Technical Support Senior Engineer jobs:
  • Maintained and troubleshot infrastructure connectivity for 1000+ devices.
  • Diagnosed and troubleshot down systems provided root cause analysis to business critical customers on what caused their systems to go down.
  • Implemented, maintained and troubleshot ALU SAM 5620 application/DB/AUX server.
  • Tested and troubleshot new software versions and components.
  • Configured and installed new and existing computers on the Novell network and troubleshot network, software and printer problems.
  • Delivered solutions of complex network cases for Tellabs MPLS 9100 products Troubleshot network issues for Tellabs Technical Assist Center TAC.

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39. Technical Assistance

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low Demand
Here's how Technical Assistance is used in Technical Support Senior Engineer jobs:
  • Worked in customer technical assistance and support organization providing customer technical assistance for the OC192/OC48/OC12 product lines.
  • Provided remote technical assistance to local Area Service Technicians.
  • Provided hardware and software technical assistance to customers.
  • Provided direct technical assistance to Rational IBM RequisitePro customers, helping to resolve open issues.
  • Provide technical assistance and analysis on highly complex outage / degradation to root cause.
  • Provided second-level technical assistance, coaching, and mentoring to fellow support engineers.
  • Provided technical assistance (via telephone & e-mail) for ClearQuest Users.
  • Provided technical assistance to customers via phone, emails and WebEx.
  • Provided technical assistance to the vendors technical support team when warranted.
  • Provided remote and onsite technical assistance for technicians on system upgrades including extensive troubleshooting and restorations.
  • Provided pre-sales and post-sales technical assistance potential Fortune 50 customers.
  • Engineer with Nortel's Technical Assistance Service (TAS) for the Global System for Mobile communications (GSM) product.
  • Provide documentation, training, and technical assistance to customers, field engineers and support staff (onsite or remote).
  • Provide technical assistance to customers in areas of installation, startup, maintenance, repair and training.
  • Provided technical assistance and problem-solving support for all nineteen Nortel Optical products, including SDH and OC-768.
  • Provided technical assistance to sales and marketing at trade shows and presale demos and presentations.
  • Provided technical assistance on Citrix NetScaler, AppFirewall and Access Gateway Enterprise products via phone, email and/or remote access.
  • Provide technical assistance to all Akebono plants in N. America, China, and France GM QSB trainer / auditor

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40. Salesforce

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low Demand
Here's how Salesforce is used in Technical Support Senior Engineer jobs:
  • Respond to customer inquiries via email, SalesForce and telephone.
  • Prepare accurate and timely reports documenting Troubleshooting recommendations using Salesforce notes.
  • Helped create and manage Outlook configurations for integrating Outlook with Salesforce.
  • Provided on-call assistance for Salesforce inquiries.
  • Served as the go-to Salesforce integration specialist that troubleshot and fixed all escalated issues from the Tier 1 Support Team.
  • Maintain and track detailed records for all customer interactions in our corporate CRM systems (SalesForce & Parature).
  • Resolve case tickets within reasonable amount of time and able to keep a record of it within Salesforce.
  • Worked on Salesforce implementation and integration with developer scrum teams to complete parts of high level projects.
  • Perform QA on Salesforce-related technical support processes in our group that were not working efficiently.
  • Support by phone and via Email exchanges using a Salesforce portal.
  • Team lead for our Salesforce-native app, including installation and troubleshooting.
  • Build internal tools and customize Salesforce for Global Technical Support team
  • Track completion of work and various metrics via Salesforce.
  • Provide level 2 technical support for resellers and customers via Salesforce cases, live instant messenger and inbound phone calls.
  • Work with Salesforce lead, IT, and management to test and update Salesforce to implement its email-to-case feature.
  • Helped with the integration and training for GE Aviation's new customer response program (Salesforce).
  • Instructed and trained partners/ end users on use of all HID IAM products Administered Salesforce support portal.
  • Defined workflow requirements for CRM tool (Salesforce.com).

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41. External Customers

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low Demand
Here's how External Customers is used in Technical Support Senior Engineer jobs:
  • Support both internal and external customers, primarily post-sales, while delivering unique service through strong interpersonal communication skills.
  • Provide technical support to both internal and external customers utilizing technical documents and specifications.
  • Generated and distributed technical problem resolution reports for internal and external customers.
  • Key escalation point between external customers and internal Development team.
  • Supported external customers and internal Field Service personnel.
  • Create instructional documents for internal and external customers.
  • Provided application support for external Customers.
  • Author and publish Knowledge Centered Support (KCS) resolution articles for use by internal and external customers.
  • Instructed internal and external customers on new services and how they would interact with customer networks.
  • Received service awards for delivering TDP's within cost and schedule, presenting to external customers.
  • Worked with external customers and helped them resolve issues they had with product.
  • Provide field network engineering support to both internal and external customers.
  • Set and keep expectations to external customers.
  • Provided technical and helpdesk support to internal and external customers.
  • Resolved issues reported by external customers using the Vantive application.
  • Gathered feedback between internal employees and external customers to obtain ideas for the product management team's roadmap.
  • Led several datacenter builds and migrations for both internal and external customers.
  • Provide onsite training to internal and external customers.
  • Provide L2 support to Axway external customers.
  • Provided software support to internal/external customers on Turnstone products on Windows and Solaris.

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42. R

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low Demand
Here's how R is used in Technical Support Senior Engineer jobs:
  • Perform detailed analysis of global field data to implement and coordinate solutions for field engineer effectiveness improvement.
  • Multiplexed Data Bus design, test/integration for automotive, military and commercial arenas.
  • Traveled extensively in support of Dealers in California and Mexico.
  • Develop innovative solutions to complex technical and customer issues.
  • Helped customers resolve technical problems.
  • Test and validate software, maintain issues log and inform clients of system/program issues along with technical updates to solve problems.
  • Conducted annual user training conferences for executive decision makers and all levels of staff involved in use of products.
  • Maintained the Advanced Synthetic Aperture Radar System (ASARS-2A) for the High-altitude U.S. Air Force U-2 aircraft.
  • Support the basic operation of high availability cloud storage for very large, enterprise customers world-wide.
  • Instruct and teach customers and partners during the installation and diagnostic process of their systems.
  • Supported the customer-base which included most of the most commonly known companies in the world.
  • Maintained a personal queue of ongoing customer issues from start until resolution of problem.
  • Acted as a customer advocate and trained other support Engineers and new employees.
  • Developed training program and diagnostic process to repair systems within standard repair times.
  • Advised company on best practices in product integration onto existing vehicle systems.
  • Help develop UI with software engineers to conform to client needs.
  • Learned how to use and support a MacBook user environment.
  • Sized and selected motor based on customer s application.
  • Have held Supervisory and Managerial positions in these areas.
  • Perform testing and evaluation of beta products.

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43. LAN

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low Demand
Here's how LAN is used in Technical Support Senior Engineer jobs:
  • Created maintenance-planning and maintenance-operating procedures.
  • Implemented enterprise monitoring system covering Network, Server, Application landscapes across 9 countries providing proactive monitoring and alerting.
  • Prioritize customer cases and company projects effectively, communicating priorities and plans to management.
  • Developed and managed project plans while providing status updates to management.
  • Developed corrective action plans for implementation into future builds where appropriate.
  • Communicate issues, analysis, and solutions in easy-to-understand language.
  • Verify warranty entitlement and develop action plans.
  • Developed a detailed Disaster Recovery Plan.
  • Major responsibilities included test plan development and customer network acceptance testing which generated over 50 million in revenue for the company.
  • Directed software development teams which created support plans to increase and maintain business with existing accounts.
  • Assessed network failures in mixed environments; planned and implemented corrective action.
  • Construct and employ action plan based on investigation and known resolution procedures.
  • Managed wireless devices issuance, plans changes, replacements and cancellation.
  • Provided WAN, LAN, and Systems Administration.
  • Write and assist customer with upgrade plans and implementation
  • Planned and implemented upgrade paths to completion.
  • Assisted in disaster recovery planning and backups.
  • Involved in planning projects as they arise, such as new system rollouts, software upgrades, and testing.
  • Assisted STSS program with MLI installations with reviewing planning, updating DPs, and generating EOs.
  • Plan and manage internal and external IT rollout projects for windows 7 deployment machines.

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44. Ethernet

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low Demand
Here's how Ethernet is used in Technical Support Senior Engineer jobs:
  • Experience of using network monitoring and analysis tools to debug Ethernet/Wireless/IP layer problems.
  • Configured and verified Ethernet switches, terminal servers, routers and access equipment as part of system.
  • Experience with 10Gbit Ethernet, Link Aggregation and Cisco Nexus.
  • Versed in layer two LAN and WAN technologies such as Ethernet, ATM, PPP, and Frame Relay.
  • Coordinated with customers and staff engineers to configure, test and deploy complex multi-port Ethernet switching and routing devices.

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45. Citrix

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low Demand
Here's how Citrix is used in Technical Support Senior Engineer jobs:
  • Supported over 1100 clients in a Microsoft Windows, Microsoft Office, CITRIX and GOOGLE apps environment.
  • Support focused on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments.
  • Designed and implemented Citrix and Microsoft based solutions.
  • Provided world-class technical support for Citrix Enterprise customers.
  • Served as a subject matter expert with responsibilities of assisting junior engineers on Citrix Licensing, Storefront, and Memory optimization.
  • Worked with Citrix Channel Partners, Consultants and Sales Engineers to design Proof of Concepts for potential sales opportunities.
  • Created test environments with Citrix solutions to integrate and validate the integrity of third party software solutions.
  • Perform laptop maintenance on scheduled basis and Support home base workers in a Citrix environment.
  • Isolate, diagnose, and resolve matters pertaining to all Citrix XenApp and Receiver components.
  • Diagnosed problems related to the Citrix solutions within the Windows Operating System.
  • Monitored servers and equipment via Citrix system consoles, GoToAssist and GoToMeeting.
  • Experience with LDAP, Radius, Citrix and token authentication.
  • Subject matter expert in multiple Citrix products.
  • Selected to represent team at Citrix Summit
  • Use PowerShell to configure and troubleshoot XenApp\XenDesktop Work with customers in the Citrix support forums to assist with questions and issues.
  • Served as a Level 2 Support Engineer for inbound Citrix Presentation Server and Citrix Password Manager call queue.
  • Published articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others articles
  • Assisted with new Citrix NetScaler roll out for companywide load balancing.
  • Manage users within Citrix via the Citrix Management Console.

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46. Customer Problems

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low Demand
Here's how Customer Problems is used in Technical Support Senior Engineer jobs:
  • Clarified support steps necessary to establish an efficient and effective response to customer problems.
  • Reproduce customer problems and remain accountable with follow through taking appropriate action to resolution.
  • Perform technical support of complex customer problems in complex environments.
  • Collaborated with cross-functional teams to resolve customer problems.
  • Utilize various test equipment to isolate customer problems such as INET, Sunset, T-Bird, Ethereal, Sage, etc.
  • Tested new products, duplicated customer problems, proofread product documentation, and worked with development engineers to resolve technical issues.
  • Developed tools to aid tier 1 and tier 2 support engineers in troubleshooting and finding end customer problems.
  • Resolved customer problems via telephone, the web, or using data collected from customer's system.
  • Resolve customer problems either by phone or on site which includes recreating issues in a laboratory setting.
  • Tracked customer problems throughout the escalation process to ensure prompt and thorough responses to customers.
  • Designed and managed the creation of New Tech lab to troubleshoot and create customer problems.
  • Set up and maintained a laboratory to simulate and reproduce customer problems.
  • Reproduced customer problems in the lab and documented solutions.
  • Dimension Chemistry Specialist Troubleshooting customer problems with Dimension analyzers
  • Resolve & escalated to Tier#1/2 customer problems at the RF/BTS layer and IP Backhaul Layer.

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47. SME

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low Demand
Here's how SME is used in Technical Support Senior Engineer jobs:
  • Perform daily performance monitoring and assessment as part of a motivational program aimed at retaining top performing agents.
  • Manage offshore teams for incident resolution and continuous improvement as well as help-desk documentation and process assessment.
  • Reviewed assessments of diagnostic information and determines alternatives.
  • Conducted technology assessments and integration of services.
  • Conducted employee skill assessments and performance evaluations.
  • Act as a SME (subject matter expert) and assist other engineers with issues and case load.
  • Served as Subject Matter Expert (SME) for Technical Writers writing documentation and help system.
  • Considered as Lead/Prime Subject Matter Expert (SME) for technical support of various products.
  • Recognized by peers and management as TRM1000 Subject Matter Expert (SME).
  • Identify potential areas for grooming Team Members through regular assessments and mentoring.
  • Served as an SME and point of escalation for all HPE products.
  • Created and delivered deep dive technical sessions, assessments, and reviews.
  • Serve as SME on hardware configuration and troubleshooting.
  • Acted as the locations hardware SME and work with Dell PowerEdge and IBM enterprise servers.
  • Subject Matter Expert (SME) for Open-A Interoperability System (IOS) interface.
  • Created and managed an Edgesight SME team to collaborate and discuss top problems.

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48. AIX

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low Demand
Here's how AIX is used in Technical Support Senior Engineer jobs:
  • Supported all Windows operating systems and various UNIX systems including Sun-Solaris, HP-UX, and AIX.
  • Provided UNIX/AIX and ATM/ACH support Credit Union Installers and Level I technicians.
  • Assigned primary expertise on Solaris operating system with secondary specialty in AIX.
  • Assisted our Backline and Engineering teams with the installation and configuration of AIX systems used for the reproduction of customer issues.
  • Skilled in resolving issues in Solaris, AIX, HP-UX and Linux environments within Enterprise-grade production environments.
  • Investigated, diagnosed, and analyzed technically difficult filesystems corruption and network problems on Solaris, LINUX, HP-UX and AIX.

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49. Software Products

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low Demand
Here's how Software Products is used in Technical Support Senior Engineer jobs:
  • Developed training materials and taught other Support Engineers how to install high-availability software products resulting in efficient field installations of product.
  • Supervised testing of alpha and beta hardware and software products to insure quality prior to customer availability.
  • Answer support calls, e-mails, and technical forum postings for EFI software products.
  • Interacted with AT&T Inc. clients to install and configure software products.
  • Provided technical support to customers and partners using FTP Software products.
  • Installed and upgraded software products and operating systems.
  • Diagnosed and resolved customer inquiries/issues related to operating Informatica software products in their custom environment.
  • Provided technical support for various Symantec software products.
  • Provide telephone and email support for Pumatech Synchronization software products until company closed down in 2002.
  • Provide technical support for Quest software products namely vRanger Pro, vReplicator, vConverter, and vOptimizer.

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50. SLA

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low Demand
Here's how SLA is used in Technical Support Senior Engineer jobs:
  • Communicated between customers and developers to ensure technical issues and messages are being translated and delivered effectively.
  • Translate technical information into clear readable documents to be used by technical and non-technical personnel.
  • Defined objectives and formulated strategy to improve processes and SLA levels across support organization.
  • Translated business requirements into detailed technical requirements.
  • Reduced operating costs by developing procedure for successfully testing DS-3 connections between the DSLAM, thereby decreasing the turn up time.
  • Documented problems and solutions using Help Desk ticketing system and maintained appropriate SLA and FCR levels for all incidents.
  • Collect and document reported problems in CARES system and resolve problems according to SLA.
  • Performed best practices approach towards resolution or escalation of issues within SLA guidelines.
  • Provide on-call support for Sev1 & Sev2 issues meeting required SLA.
  • Provided escalation point and provided SLA tracking and reporting.
  • Service Level Agreements (SLA).
  • Support of the Legislature Branch at Pennsylvania State Capitol Support Legislative Workbench applications and servers.
  • Assist customer engineers with the resolution of hardware, software and translations issues within advertised Nortel guidelines.
  • Performed trunking/routing translations and end-to-end router and switch testing; provisioned, maintained and red-lined circuits.
  • Maintained relationships with customers ensuring service level agreements (SLAs) are being met.
  • Manage Maximo ticketing system and SLA targets and that response is accurate and timely.
  • Generated HA and FT virtual machine certification results to meet aggressive client SLAs.
  • Coordinated vendor assistance in accordance with SLAs.
  • Produced and implemented IT process standards and Service Level Agreements (SLAs) used for external and internal customers.
  • Managed group and customer KPI and SLAs, reporting and correcting any SLAs missed with management and engineer.

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Technical Support Senior Engineer Jobs

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20 Most Common Skills For A Technical Support Senior Engineer

Customer Service

12.8%

Product Support

11.7%

Windows XP

11.1%

Technical Support Engineers

7.3%

Database

6.5%

Technical Support

5.8%

Remote Access

5.5%

SQL

4.9%

Troubleshoot

4.7%

Unix

4.5%

Linux

3.8%

Email

3.4%

Knowledge Base Articles

3.3%

Setup

2.7%

Hardware Issues

2.2%

QA

2.1%

Solaris

2.0%

Vmware

1.9%

PCS

1.8%

OS

1.8%
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Typical Skill-Sets Required For A Technical Support Senior Engineer

Rank Skill
1 Customer Service 9.4%
2 Product Support 8.6%
3 Windows XP 8.1%
4 Technical Support Engineers 5.4%
5 Database 4.8%
6 Technical Support 4.2%
7 Remote Access 4.0%
8 SQL 3.5%
9 Troubleshoot 3.5%
10 Unix 3.3%
11 Linux 2.8%
12 Email 2.5%
13 Knowledge Base Articles 2.4%
14 Setup 2.0%
15 Hardware Issues 1.6%
16 QA 1.5%
17 Solaris 1.5%
18 Vmware 1.4%
19 PCS 1.3%
20 OS 1.3%
21 Active Directory 1.2%
22 Technical Documentation 1.2%
23 Tcp/Ip 1.2%
24 Problem Resolution 1.1%
25 Voip 1.1%
26 Nortel 1.1%
27 VPN 1.1%
28 Internet 1.0%
29 IIS 1.0%
30 Symantec 1.0%
31 CRM 1.0%
32 Customer Base 1.0%
33 DNS 1.0%
34 Level Support 1.0%
35 SAN 0.9%
36 Test Procedures 0.9%
37 New Product Development 0.9%
38 Troubleshot 0.9%
39 Technical Assistance 0.8%
40 Salesforce 0.8%
41 External Customers 0.8%
42 R 0.7%
43 LAN 0.7%
44 Ethernet 0.7%
45 Citrix 0.7%
46 Customer Problems 0.7%
47 SME 0.7%
48 AIX 0.7%
49 Software Products 0.6%
50 SLA 0.6%
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48,790 Technical Support Senior Engineer Jobs

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