Technical Support Engineer (Remote friendly)

  • Imagine Communications
  • Remote * (Denver, CO, USA)
  • Jan 15, 2022
Engineering Telecommuting

Job Description


Every day, Imagine Communications is delivering billions of media moments all over the world anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

Why Imagine?

Imagine Communications offers a generous Medical, Dental, Vision and Life Insurance package and HSA and 401(k) options with company matching. We like to make sure all our employees are safe when travelling so weve got travel insurance covered too. Employee Wellbeing is a priority for us, so all employees and their family have access to our EAP and Wellness programs, including LifeSpeak and Vitality. Volunteer in your community and we will pay for that too.

A Bit About The Role:

Imagines Support Teams support the next generation technologies that facilitates the efficient execution of advertising across multiple platforms enabling service providers to maximize ad revenues by optimizing advertising inventory management. We are a passionate and collaborative group of support engineers who take pride in providing the best-in-class client support and have fun doing so.

We are looking for a Technical Support Engineer with 3-5 years of experience in a technical support role. Must be able to work independently and have strong prioritization skills. Support Engineers provide Tier I technical support to existing customers of Imagine Communications. Using their technical ability and knowledge, customer issues are resolved or escalated for additional technical assistance.

  • Diagnose, analyze, debug, and resolve client-reported issues on mission-critical complex solutions. Sometimes provide training or instruction to clients.
  • Work closely with a professional team of support engineers supporting next-generation technology.
  • Receive incoming queries from clients via telephone and email.
  • Ensure that new cases are properly documented in the case management system and activities related to existing cases are notated in an accurate and timely fashion.
  • Independently follow up on backlog and ensure aged cases are updated, next steps have been identified and the client has been apprised of current status.
  • Document troubleshooting steps, including step-by-step recreation, capturing traces and screenshots and user shadow sessions in Salesforce as needed.
  • Provide regular updates to clients on faults and other requests and respond to them in accordance with the terms of their contractual Service Level Agreements (SLAs).
  • Clearly escalate issues to the appropriate functional group and, if necessary, to leadership.
  • Use internal knowledge base to assist with troubleshooting and modify existing articles or write new knowledge articles as required.
  • Ability to work shift hours that span our client SLA requirements, as well as after-hours emergency support as an on-call engineer (Paid on-call once a month).
  • Undertake training of internal and external clients in the use ofImagine Communicationsproducts.
About You:
  • 3 5 years of experience in a client-facing technical role providing client-facing technical/engineering support in a software or hosted IT services environment.
  • Technical degree or equivalent work experience.
  • Prior experience with case management systems (Salesforce preferred) and knowledgebases.
  • Microsoft SQL or Oracle database experience, and ability to write simple queries.
  • Demonstrated ability to follow logical problem-solving steps in technical environment
  • Experience supporting a client-server-based application
  • Excellent written and verbal communication skills
  • Proficiency using MS office products
  • Must be willing to work 8-hour shifts from 6am 6pm MST (typically 8am-5pm or 9am-6pm), and work high-profile or critical customer issues through to completion per customer SLAs.

Preferred Additional Skills :

Experience in one or more of the following will make you stand out from the crowd:

  • Understands network concepts and basic infrastructure topology
  • DBA experience
  • Knowledge of and experience with Linux systems
  • Knowledge of Eclipse, Novar, or Landmark OSI applications
  • Experience with Docker
  • Broadcasting and/or cable industry experience and knowledge

Payrange between $55,000 - $65,000 annually.

Celebrating difference, together stronger

At Imagine Communications, we dont just accept difference we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities. We are committed to providing an environment of mutual respect. Imagine Communications is proud to be an equal opportunity workplace and is an affirmative action employer.