The Technical Support Engineer is responsible for inbound/outbound technical support inquiries and resolving service related issues originated by customers and partners in all aspects of the Synacor’s product suite. Monitors and reports events on production and corporate networks and devices. Technical Support Engineer provide advanced level support for all Synacor internal teams. The TSS team operates under Contractual Service Level Agreements (SLA’s) for support and service up-time in a 24x7x365 Tier 1 Data Center.
Document, diagnose, and attempt to resolve 97% of all escalations regarding our Portals, Value Added Services, Email, and TV Everywhere products.
Monitor mail queues, feedback loops and hourly reports to terminate spam accounts utilizing basic Linux knowledge and internal tool sets
Perform Quality Assurance tests for various customers after code releases have been completed, as well as for any escalations we receive regarding broken user accounts or product defects
Follow Standard Operating Procedures for Support requests such as notifying the escalating party that the escalation was received, logging the escalation, taking appropriate troubleshooting steps to fix the issue, and notifying the escalating party that the problem has been resolved
Update and maintain and internal TSS documentation on a regular basis. This includes documentation that outlines how to correct problems with our Portals, Value Added Services, Email, and TV everywhere platforms, TSS escalation documentation as well as contacts within them.
Utilize advanced knowledge of POP, SMTP, IMAP, Ping, Telnet, and Tracert to identify and resolve email deliverability issues
Associates degree or 1-3 years technical support experience troubleshooting advanced products and services.
Have familiarity with most basic Linux System Administration tools and processes; for example, can boot/shut down a machine, add and remove user accounts, use backup programs and fsck or chkdsk, maintain system database files (groups, hosts, aliases, usermanager)
Have fundamental understanding of a Unix based operating system; for example, understands job control, soft and hard links or shortcuts, distinctions between the kernel and the user environment
Ability to write scripts in some administrative language (Bash, Perl, Ruby)
Advanced knowledge of all desktop, tablet and mobile operating systems, browsers, and functionality (Windows, Mac, Linux/Unix, Android, and IOS)
Basic understanding of HTML, XML, PHP
Basic understanding of POP, SMTP, IMAP, and 3rd party mail clients
A+, Network+, MCSE, Linux/Unix, and Cisco certifications preferred.
Strong ability to multi-task
Strong time management skills
Strong personal communication skills, both verbal and written.
Team player with willingness to develop technical abilities of self and team.
Self-starter who can work independently when necessary.