Sr. Tech Support Engineer

Job Description

WebMD Ignite, a division of WebMD and Internet Brands, is the growth partner for healthcare organizations. We guide people to better health at all stages of their journey, from discovery to recovery. Our combination of leading brands in the industry—including WebMD, Medscape, Krames, PulsePoint, Vitals, The Wellness Network, Mercury Healthcare, and Healthwise—offers comprehensive solutions that engage individuals with timely, relevant messaging that optimizes experiences and outcomes, driving loyalty and lifetime value for our clients. Learn more at WebMDIgnite.com.

Position Summary:

As a Sr. Technical Support Engineer you will work in a fast-paced environment, ensuring WebMD Ignite solutions are properly and effectively supported. You will use your technical expertise to investigate customer issues, research, find and document solutions, and deliver exceptional customer service via Salesforce cases. Your role will be key to ensuring our customers’ success. Our support team works together to take on technical challenges and provide a positive experience for our clients. Occasional late shift work and on-call work on a rotating basis. This position reports to the Associate Manager of Support.

Primary Responsibilities & Essential Functions:

We’re a distributed team and as such need someone that is self-motivated and independent. Being a member of the WebMD Technical Support team requires excellent communication, rock-solid reliability, high-performing teamwork and the drive to bring your best effort to work every single day. Excellent support is one of the cornerstones of our business. Our clients have come to expect industry-leading support and it's our pleasure to deliver that to them. As a result, we intend to only add the best Support Engineers to our team.

• High level of professionalism.
• Provide technical support for incoming customer issues through Salesforce case management, email,
  phone and chat.
• Subject Matter Expertise in one or more products or related technologies.
• Ability and drive to do what it takes to resolve technical issues, which includes reproducing issues, using a remote desktop software to troubleshoot directly with the customer, log analysis, etc.
• End-to-end support for the customer’s issue including working with and escalating issues to engineering and product teams to drive issues to timely resolution.
• Successful management of assigned customer reported issues.
• Creating knowledge content and playbooks for common issues.
• Establish strong working relationships using polished interpersonal skills with a continual focus on great customer service and support.
• Assist with ongoing process improvement initiatives.
• Partner with Engineering teams, field teams, customer success teams to provide holistic and meaningful solutions.
• Top notch communication skills, both verbal and written, not only for communicating issue resolution but also educating the customer and keeping them aware of status.

Minimum Required Knowledge, Skills, Abilities and Qualifications:

Qualifications:

• Associate’s degree or equivalent experience in computer science-related field
• Proven experience (3 years) in a fast-paced, technical support break/fix enterprise environment
• Proficient in REST APIs, SQL, Python
• Preferred: HTML, CSS, Javascript

Attributes:

• Excellent communication skills (written and verbal) and ability to be a trusted advisor to customers
• Excellent analytical and technical troubleshooting skills with impeccable attention to detail, particularly on level 2+ related issues
• High level of professional
• Ability to work and collaborate effectively in multi-functional teams
• Preferred: Cloud based SaaS and/or DaaS product experience