Technical Support Engineer

Company: Flexton, Inc.
Location: San Jose
Posted on: March 19, 2023

Job Description:

Skill: ---Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality --- Review, investigate, and resolve complex technical member cases within the target SLAs--- Analyze escalated issues using a variety of analytical tools and methods to determine full impact, scope and priority--- Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed--- Report on escalation trends, top issues, and improvement initiatives--- Partner with Engineering, Test, and Product Management to drive quality improvement initiatives and deliver the best member experience possible--- Attend key stakeholder meetings to continually drive awareness of new and ongoing issues as well as quality improvement initiatives--- Drive post mortems to identify process gaps and take corrective actions to prevent recurrences of similar issues--- Drive overall support readiness for new products and featuresEducation: --- BA/BS degree in Computer Science, Computer Engineering or related field--- 4+ years of experience in Technical Support, Quality Assurance, Product Operations, Product Management or related field --- Must be able to interact with diverse groups of technical and non-technical people--- Must have excellent oral and written communication skills and be able to effectively communicate complex subjects to both technical and non-technical audiences at all levels --- Excellent analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data

Keywords: Flexton, Inc., San Jose , Technical Support Engineer, Engineering , San Jose, California