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\nL2 Customer Support Engineer (English and Spanish) - $30k\n \nAre you a results-driven professional motivated by a drive to bring your customers success? Are you an effective communicator capable of collaborating with multiple teams to achieve your goals? Do you enjoy working directly with customers? Do you thrive on working with complex and challenging technology? If youre a support engineer with a track record of successfully resolving customer issues quickly, confidently and independently, and you speak English and Spanish then this may be the perfect job for you. \nThe GFI Customer Support Engineer is at the core of our customers success. GFI product portfolio is a challenging set of mission critical products, and we are looking for talented and experienced engineers to join our team. If you are a problem solver and enjoy working on an exciting and fast-paced environment, this may be the perfect opportunity for you to join us and take your career to the next level. \n\n \nAbout the Company: \nGFI provides security and networking software for small and medium businesses. At GFI, we are centered on customer success. We pride ourselves on providing the security our customers need for success in their day-to-day operations. GFI team members are set apart by our shared passion for using software technologies to ensure our customers maximum success and satisfaction. \nTotal compensation is USD$15/hr for a 40-hour workweek. \nKey Responsibilities of the L2 Customer Support Engineer: \n * \nCommunicate effectively with customers, including expectations for callbacks and follow-up on their issues. \n * \nSupport mission-critical applications across different time zones must be available to work on shift patterns where required. \n * \nProvide pre- and post-sales support for GFI products over all required channels. Handle technical issues of different complexity and help other members of the team. \n * \nCollaborate with other support teams, Engineering and other internal GFI departments to help resolve critical product issues. \n * \nUtilize your language skills where applicable. \n * \nRead and interpret product log files. \n * \nCross train on multiple technologies to effectively support GFI product portfolio. \n * \nTroubleshoot, diagnose and resolve customer issues independently, making use of the resources available to you. \n * \nKeep all the ongoing cases documented and up to date in the case management system. \n * \nLog bugs with development team with clear and precise information, detailing the issue and how to reproduce. \n * \nPromote and maintain a high quality, professional, service orientated GFI image amongst internal and external customers. \n * \nWorks in adherence to defined processes and procedures implemented in the organization, providing feedback about them to management. \n * \nMaintain and continually upgrade technical understanding of GFI products including technologies used within GFI products. \n * \nBuild and maintain solid working relationships with the members of the team. \n * \nWrite and/or edit knowledge articles for every issue resolved. \n \n \n\n \nRequired Skills and Experience: \n * \nStrong IT background, with at least 3 years working experience on the following areas: \n \n * \nNetworking \n * \nActive Directory \n * \nWindows Server operating systems \n * \nExchange Server \n * \nSQL \n \n \n \n * \nDegree in Computer Science or equivalent experience. \n * \nExperience in TestTrack, Jira or similar engineering ticketing system. \n * \nStrong call center experience \n * \nMicrosoft MCITP or Cisco CCNA certifications will be considered and asset. \n * \nExcellent English communication skills \n * \nExcellent Spanish communication skills; other languages will be considered an asset \n \n \n\n \nThis role may be a great fit if you... \n * \nAre an excellent team player \n * \nAre a self-starter who can work on own initiative \n * \nAre a problem solver who thinks outside the box \n * \nEnjoy working directly with Customers \n * \nAre results driven Customers Success is always front and center \n * \nThrive on working with complex and challenging technology \n \n \nTo qualify, please provide a resume/CV demonstrating the required experience and skills. From there, to help us find the top 1% of talent, there will be a series of interviews and online skills examinations. We realize these are challenging and can require a decent amount of time - so we thank you in advance for your efforts. Please note that you will not be paid for these interviews or skills tests but we hope you will complete them to help us truly evaluate your talent vs your peers. \nAre you up for the challenge? \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Engineer, Customer Support, Jira and English jobs that are similar:\n\n
$50,000 — $100,000/year\n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐ We hire old (and young)\n\n
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