The Support Engineer is the primary escalation point for all technical support matters related to a single or small set of enterprise on-premise deployments. This includes support escalations from the client’s infrastructure and application support teams, as well as escalations from end users (filtered through a client help desk). The Support Engineer is expected to resolve the bulk of escalations independently using client & Docurated tools to troubleshoot and resolve issues in a timely manner. For issues requiring further investigation, the Support Engineer will triage issues, relay tickets to Docurated Engineers, manage expectations and time lines with technical counterparts at the client, and drive issues to a timely resolution.
Key Roles and Responsibilities:
• Partner with clients to define the process by which issues will be escalated and tickets are created
• Respond to back end support and client help desk inquiries in accordance with previously agreed SLAs
• Independently manage client support teams through the resolution of Level 1 tickets
• Coordinate between client teams and Docurated Engineering team to resolve Level 2 and Level 3 issues
• Guide clients through enablement of key administrative functions on the platform (e.g., setting up admins for various functionality, setting up teams, etc.)
• Develop custom platform features based on client specifications
• Understands modern web application architecture and the distinction between web servers and databases.
• Basic understanding of SQL for querying information in relational databases.
• Basic understanding of unix commands for inspecting logs, tracking system resource metrics and starting services.
• Ability to administer website settings using internal browser-based tools such as forms and dashboards.
• Familiarity with Ruby on Rails.
• Ability to write code to implement custom features, with support from the Docurated Engineering team.
• Familiarity with HTML and the ability to inspect page elements to determine the cause of rendering errors.
• Familiarity with inspecting HTTP response codes to determine the source of server errors.
• Ability to administer website users, groups and other organization directory settings using internal browser-based tools such as forms and dashboards.