Technical Support Engineer

Job Title-Technical Support EngineerLocation-Santa Clara, CA-HybridOverview:Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. What you will do in this role:Be a Customer Advocate providing support to users/administrators of our platformUnderstand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situationsResolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the software and platform.Gain an understanding of the platform and all core functionality.Analyze data with a view to isolate the potential cause of the issue.Involve others to accomplish personal and group goals.What you will need to be successful in this role:Knowledge on LDAP/Active Directory, SSO or other authentication or user management systemsUnderstanding of Email Troubleshooting (e.g. Office 365, Exchange )Knowledge on Web Services (SOAP, REST)Working knowledge on Network troubleshooting (e.g. Ping, Telnet)Hands on experience in any bi-directional, integration between two systemsSome experience with Scripting languages: JavaScript preferredExperience with relational databases (e.g. MySQL, Oracle)Experience with the gathering and reading of various log files