Position: Technical Support Engineer
Location: San Jose, CA

We are looking for a full time Technical Support Engineer for our client company in the Bay Area. Please take a moment to review the position information below.

Scope of Position:
The Technical Support Engineer is responsible for providing technically-oriented service to customers via telephone, e-mail, and the Web. This team member will handle all levels of support requests; managing and escalating unresolved issues with the assistance and direction from other support team members. This is a great opportunity to develop and use skills in a variety of domains, including: wireless networking, speech recognition, MS Windows Server applications, and more.

Documents and manages reported technical support issues
Manages customer communication, assuring timely status updates and issue resolution
Works as a team within the company, escalating and engaging others to solve difficult issues
Develops tools and programs to improve support of customers
Authors knowledge-base articles for internal and external use
Leads and mentors junior team members
Reviews product documentation prior to new releases
Provides formal and informal training to customers
Reports product defects and enhancement requests
Identifies and advocates product supportability requirements
Some travel may be required

Education, Skills and Experience:
Bachelors degree in Computer Science or related field of study, CS degree preferred
Certifications in MSCE, networking (CCNA, etc.) a plus
Solid experience in technical support for hardware and software products or systems administration
MS Windows system administration knowledge required
Working experience with industry standard networking technologies highly desirable
Knowledge of wireless infrastructure systems (802.11 b/g) preferred
Experience with PBX/telephony systems or related system equipment a plus
Java and script programming required for support tool development
Must work well in a fast-paced environment with dynamic priorities
Excellent written, verbal and telephone communication skills are essential
Analytical, troubleshooting, and problem solving skills are critical

If you feel you meet majority of the requirements and would be interested in discussing this position in more detail, please send an updated resume to katie AT asquare DOT com for immediate consideration. Company offers highly competitive compensation package!