Technical Support Engineer

Company: Flexton, Inc.
Location: San Jose
Posted on: February 22, 2021

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 features Education: --- 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 2590 N. First St. Suite 101, San Jose
CA 95131, United States

Keywords: Flexton, Inc., San Jose , Technical Support Engineer, IT / Software / Systems , San Jose, California