company mjm

Technical Support Engineer

for Brainshark in Waltham, MA USA

We are currently looking for a Technical Support Engineer with a passion for problem solving and customer support. A successful candidate is a self-starter who enjoys troubleshooting product issues in a fast-paced SaaS environment.

Duties and Responsibilities:

  • Utilize technical troubleshooting skills to analyze data, identify root causes and provide solutions for customer issues
  • Assist customers with 3<sup>rd</sup> party and SSO configurations
  • Serve as a subject matter expert and mentor for our Customer Support Representatives
  • Leverage organizational and time-management skills to complete departmental projects as assigned
  • Author resource articles to document technical troubleshooting steps, product functionality and system requirements
  • Run and interpret browser traces and debug logs
  • Participate in on-call duties at least one week a month for urgent off-hour customer issues
  • Effectively manage workload, including queue management, with minimal intervention or assistance
  • Triage and resolve Site Administration requests in a timely fashion
  • Exercise excellent communication and relationship skills while representing Brainshark to customers


  • 4-year college degree (B.S. preferred)
  • A minimum of 2 years work experience in a Technical Support or similar role
  • Experience SCORM and LMS
  • Excellent verbal and written communication skills
  • Ability to multi-task and prioritize issues in a complex environment
  • Ability to collaborate well with internal and/or external partners


Job Info

  • Job Category: Other / Miscellaneous

    Location: Waltham, MA USA

    Zip Code: 02453

    Posted on: 12/02/2019

    Viewed: 0 times

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