Technical Support Engineer

hace 2 semanas


Bogota, Colombia LTG A tiempo completo

Are you an IT generalist that enjoys learning new skills? Do you consider yourself a jack of all trades with the ability to fix a printer (don't worry, we don't have those here) while also debugging some code? Can you discuss technology with the biggest technophile then turn around to describe how to login to a website for the first time for the least tech savvy person you know? If so, we want to hear from you

This role is responsible for providing advanced (Tier 2/3) support to customers for our Open Source Learning Management System (Open LMS) and helping support integrations with the LMS.

While Open LMS is a 100% remote company, you must be a resident of the United States to be eligible for the position. No sponsorship is available.

**What you will do**:
The day to day duties of this role might involve the following:

- Reproducing, troubleshooting, analyzing, and resolving technical customer issues submitted through the support portal (Zendesk) quickly and professionally.
- Provide support to nominated contacts and partners and act as an interface between customers and other technical teams including consulting and operations.
- Identify, research, and resolve complex technical problems.
- Act as an escalation point for Tier 1 Customer Support Specialists on complex technical issues
- Assist in training new support staff and other Support Engineers.
- Leverage code as a resource when troubleshooting issues.
- Accessing the database to run reports and resolve data level issues in the back end.
- Database Integration configuration, maintenance, and troubleshooting.
- Provide expertise in advanced integration areas such as SSO, API's, and enrollment management.
- Continuously assess and contribute to Knowledge Management by identifying and/or creating knowledge base articles.

**Who we are looking for**:

- Excellent analytical and problem-solving skills
- Excellent interpersonal skills and ability to work in teams
- Exceptional listening, written and oral communication.
- Fluent written and spoken English, but Multilingual a plus (Spanish, Portuguese)
- Associates or Bachelors degree, preferably in a STEM discipline, or equivalent experience.
- Ability to work with mínimal supervision
- Customer focused with an understanding that both internal and external customers require you to meet their needs in a professional and understanding manner.
- Strong experience with web technologies (PHP, HTML, CSS, Javascript, AJAX)
- Good knowledge of SQL databases (MySQL/PostgreSQL)
- Proficient with multiple computer operating systems - UNIX/Linux and Windows
- Basic understanding of networking (TCP/IP, Routing, Firewalls etc)
- Knowledge of technologies such as SOAP and REST is a plus.
- Knowledge of source code management is desirable.
- Good knowledge of Learning Management Systems (in particular Moodletm)
- Experience working in education technology will be highly regarded

Open LMS is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.



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