Technical Support Engineer

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

The Technical Support Engineer is responsible for providing technical support to system users and customers by evaluating user needs, identifying problems, and finding solutions. This role works in partnership with cross functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products with enhanced overall system performance for partners.

Essential Duties and Responsibilities:

• Provides support to cross-functional teams, with a high attention to detail
• Researches, analyzes, and documents findings
• May coach and review the work of other team members
• Serves as an escalation point for complex support requests
• Engages in the application of systems analysis of hardware or software for best practices per ConnectWise's technical documentation and provides solutions based on diagnosis of the problem
• Provides and implements solutions based on partner and end user needs
• Analyzes, tests, and modifies partner and end user customer's computer systems based upon their unique design specifications and/or computing environment
• Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
• Monitors backup, off-site, and critical service failure events
• Investigates and resolves reported failure incidents, escalating when necessary
• Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction
• Discusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
• Identifies and escalates trending issues and potential software defects to Product and Development
• Contributes to written articles for internal and external knowledge base
• Identifies and escalates situations requiring urgent attention to appropriate teams
• Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering
• Handles assigned support cases
• Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
• Communicates new release features and improvements to our partners that better their experience
• Position will include On call Times.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to manage projects and processes independently with limited supervision
• Advanced knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per business requirements
• Strong customer service, communication, and organizational skills
• Problem-solving skills and ability to meet reasonable deadlines
• Strong team player with the ability to build positive and collaborative relationships within the organization
• Strong written and verbal communication skills
• Strong sense of ownership and accountability
• Worked with with Microsoft SQL and Email Providers (Exchange, Office 365, and Google Workplace), Microsoft Server, and powershell knowledge for 2+ years.
• Basic understanding of Networking, API troubleshooting, and AWS Cloud knowledge.
• Broad understanding of relational databases, data warehousing, mark-up languages, and web technologies
• MSP Background is a plus but not required.
• Knowledge of virtualization and cloud technology
• Understanding of operating systems, such as Linux
• Interpersonal skills and willingness to work alongside multiple cross-functional teams
• Preferred: Understanding of IT, professional services, CRM, and ERP markets

Educational/Vocational/Previous Experience Recommendations:

• Educational/Vocational/Previous Experience Recommendations:
• Bachelor’s degree in related field or equivalent work experience
• 4+ years of relevant experience
• Experience working in a technical service-oriented position
• Preferred: Experience troubleshooting Windows and Linux servers

Working Conditions:

•   Hybrid/Remote/On-Site depending on location
•  0-10% travel may be required

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.