Technical Support Engineer II

Who We Are: CBORD and Transact have come together as industry leaders in integrated technology solutions, powering housing, access, foodservice, nutrition, eCommerce, card systems, and innovative payment, mobile credential, and commerce solutions. Our technology supports K-12 and higher education, healthcare, senior living, and business campuses, creating connected campus experiences that simplify operations and enhance lives. With a mobile-centric ecosystem and partnerships with over 1,750 institutions, we are dedicated to improving the student experience across all aspects of campus life.

Title: Technical Support Engineer II

What You’ll Be Doing- Overall Job Description

The Technical Support Engineer II has a solid product understanding and is expected to resolve more complex technical problems, provide in-depth technical assistance, and may begin to take on mentorship roles for newer team members. Our focus is on ensuring an exceptional customer experience by swiftly resolving issues.

What You’ll Be Doing

• Complex Issue Ownership: Provide solutions to more complex technical problems that go beyond routine troubleshooting, involving a deeper understanding of systems and software being supported.
• Problem Solving: Research, diagnose, troubleshoot, and identify solutions to resolve system issues, which includes interacting with customers to understand the nuanced technical issues thoroughly.
• Escalation Management: Escalating unresolved issues with detailed analysis to the appropriate internal support team resources, ensuring a seamless transition and continuous support.
• Customer Communication: Maintain regular communication with customers to keep them informed of the status and progress of their case.
• Documentation: Maintain detailed documentation of all issues and resolutions in case notes and contribute to a growing knowledge base that helps in faster resolutions of future problems.
• On-Call Support: Participate in on-call rotations, providing support for critical issues outside of standard business hours.
• Continuous Learning: Actively engage in learning new technologies and product updates to improve problem-solving capabilities.

What You’ll Bring to the Table

• Technical Expertise: Advanced knowledge and application of systems/products support along with client server architecture, SQL, enhanced troubleshooting with networking tools like Wireshark, and familiarity with multiple database systems.
• Problem-Solving: Advanced problem-solving skills with the ability to handle escalated issues.
• Time Management: Possesses a robust ability to methodically manage time and plan tasks with precision. Demonstrates advanced strategic prioritization of actions and continually refines these skills. Exhibits adaptability by integrating innovation strategies to enhance efficiency and productivity.
• Communication Skills: Excellent communication skills with the ability to document and share knowledge.
• Team Collaboration: Takes on additional responsibilities within the team.
• Customer Service: Enhanced customer service skills with the ability to manage complex customer relationships.
• Professional Development: Targeted professional development with potential specialization.
• Education: Degree beneficial but not required.
• Experience: 3-5 years in customer-facing technical support environment

What’s Good to Know

• Eligible for over-time on an as-needed basis.
• Excellent career development opportunities.
• Occasional travel may be requested (DREAMstart, team meeting), less than 10%
• Fulfillment of government security clearance application process may be required.

Who You’ll Work with

• Other support services team members.
• Customer system administrators, end users, and IT staff.
• Cross-functional team members including Professional Services, Development, Product Management, Quality Assurance, Sales.

Planning for the Future:

• Employer paid Life Insurance / AD&D / Short-Term.
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D .
• Access to FSA Plans & Commuter Benefit Plans .
• 401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay.
• Both your contribution and the company contribution are immediately 100% vested.
• Access to the Roper Employee Stock Purchase Plan .
• Paid Parental Leave Program.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Transact + CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.

As of Aug. 20, 2024, Transact and CBORD have merged to drive innovation and operational excellence across education, healthcare, and corporate markets. You can read more about the merger here: Transact News or CBORD Newsroom.

This position will be responsible for the handling of PHI (personal health information) and/or other types of SPI (sensitive personal information) and will be expected to comply with all applicable laws and internal policies with regards to handling of PHI/SPI.

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