Technical Support Engineer

MFiles   •  

Plano, TX

Industry: Technology

  •  

Not Specified years

Posted 26 days ago

We are looking for a highly skilled individual to join our global product support team. As an M-Files Support Engineer, you will play a critical role in driving our success. You will need to become an expert in M-Files document management products and M-Files cloud services, and have an outgoing personality with excellent communication skills that enable you to communicate successfully with our customers all over the world.

Your daily tasks consist of:

  • Solving technical product issues and questions that our customers, resellers and personnel report to us. You will communicate directly with them using phone, ticketing system and remote tools.
  • Participating M-Files cloud services monitoring and maintaining, as well as deploying and managing new cloud accounts
  • Keeping customers happy with prompt responses and excellent communication
  • Reporting product issues to development
  • Coordinating with different teams to solve issues in a timely manner
  • Performing knowledge management by creating instructions and articles of frequent issues and by training support personnel

Requirements:

  • Prior experience managing and scaling complex SaaS or Cloud environment in a face pace / high growth environment.
  • Knowledge or certifications in cloud operations and Microsoft Azure preferred.
  • Strong hands-on experience in IT
  • Experience with Windows environments, MS SQL databases and computer networks
  • Experience in a customer service role
  • Self-starter with excellent communication skills
  • Fluent speak and write in English, and also in Finnish if located in Finland.
  • Experience with technical problem solving
  • Scripting and programming skills (JavaScript, VBScript, C++, C#) open up many opportunities towards implementations and advanced support
  • Must work well under pressure in a team setting


Background in technical support, software testing or application engineering will be considered as an advantage, as well as experience with document/content management systems.

Education: B.Sc. or M.Sc. in Information Technology or equivalent is required.

Deadline for applications: The recruitment expires when the position is filled.