Supervisory Tier 3 Support Engineer at SourceTek in Pittsburgh, PA

Company Description

SourceTek is a full-service IT staffing firm, specializing in providing top quality candidates to fill contract consulting, contract-to-hire and permanent positions. Privately-held and founded in 2013, SourceTek is headquartered in Tampa and partners with middle-market to Fortune 500 clients nationwide.

Job Description

Direct Hire no C2C or sponsorships

Lead experience required.

Seeking an experienced problem solver and people leader to join our support team in meeting the growing needs of our customers. If you have a track record of balancing your work and the work of others in a complex, dynamic troubleshooting environment and are interested in new challenges supporting end users, please read on.

As a Supervisory Application Engineer III, you are not only responsible for your own queue of support cases, you oversee the work of the Tier I and Tier II Application Engineers. In this player/coach role, you are part of the front-line team working with our broad set of customers in the US and beyond.

As part of a global team, we rely on you to represent the company through responsive, thoughtful problem-solving and maintaining strong relationships. This means demonstrating excellent professional communication skills, applying deductive approaches to troubleshoot issues and documenting solutions for continuous improvement. In this team-based environment, you will be in the heart of the action with opportunities to teach and learn from others, grow your skills and accelerate your career.

If you are interested in working with other down-to-earth, smart people who love to roll up their sleeves and get stuff done in the face of big, exciting challenges, then we want to talk.

We expect a lot and so should you:

• Opportunity to learn and stretch your capabilities.
• Market-competitive total compensation.
• Employee stock options.
• Employer-paid health benefits.
• Paid time-off and holidays.
• An award-winning work environment.

Responsibilities:

• Be an ambassador, positively represent the company and develop goodwill in all customer interactions ranging from staff to high-level decision makers. • Oversee the daily work and ongoing development of the Tier I and Tier II Application Engineers including advising, coaching and monitoring performance. • Approach users with a can-do attitude, efficient approach and dependable follow-through. • Diagnose nuanced performance issues spanning multiple software components. • Replicate, describe, and troubleshoot complex bugs and product issues and capture actions taken in our ticketing system. • Prioritize support tickets and exercise individual judgment based on issue severity. • Manage the ticket escalation process and work closely with engineering team in reporting and tracking software bug resolution. • Help us build our knowledge base by actively updating and adding to product documentation, FAQ's and support materials.

Required Skills: • Expert troubleshooting and problem solving skills in a professional environment. • Experience managing the work of others, coaching and developing other support engineers. • Ability to collaborate and work effectively in a team. • Ability to excel in a fast-paced environment, embrace change, and show good judgment. • Experience in one or many areas such as online technologies, online services, software coding/testing, video production or editing, or similar web or video application tools. • Bachelor Degree or equivalent experience.

Bonus Points: • Demonstrated knowledge of Windows/Mac OS/browser, hardware, Windows server 2008/2012, IIS, Windows Media Services, and Microsoft SQL 2008/2016, networking, web applications troubleshooting. • Working knowledge of how to use perfmon, Fiddler, Wireshark, or similar diagnostic tools.

Additional Information

All your information will be kept confidential according to EEO guidelines.