Product Support Engineer
: Job Details :

Job Title: Product Support Engineer Client Job ID: 9514 Duration: 12 months Location: Virginia Beach, VA (Hybrid)Job Description: Position's Contributions to Work Group: Serving as a member of the Oil & Gas and Marine Digital Operations and Infrastructure Team, a Tier 2 Support Analyst will operate within a Tier 1-3 platform support structure and serve as a key connector between the Tier 1 call center (24x7 monitoring center) and COGMD Tier 3 teams such as Operations, DevOps, Security, Engineering, and Software Development. Specific task will include, but may not be limited to the following: - Triage, Coordinate, and assign ticket handups from Tier 1 to the correct next tier team(s) for action. - Perform more complex technical troubleshooting for all issues escalated to Tier 2 and ensure responses are per customer contractual service level agreements (SLAs). This may include after hours and weekend support as necessary. - Coordinate meetings between teams to review tickets, SLAs, metrics, status, and communicate necessary details. - Document procedures, requirements/guidelines, immediate actions and possibly training to Tier 1 staff supporting COGMD platforms. - Develop and/or direct processes, software strategies and documentation to improve proactive monitoring capabilities for the Tier 1 monitoring center with the continuous goal of reducing soak time on customer support issues. - Maintain product support ticketing systems such Salesforce, Azure DevOps, or other industry recognized tool that tracks all current and closed tickets. Outputs key KPIs such as time to resolve, current owner, comments/updates, etc. - Occasionally interface with GIS (global Information services) to provide on-site assistance and/or support for local office IT needs. Candidate Requirements Education & Experience Required: - College or university degree, or equivalent certification Technical Skills (Required) - Personal computer skills, familiarity with basic software, MS Office suite, MS Teams, ability to learn and use new software tools (Desired) - Knowledge of machine telematics, IT and cloud Infrastructure - Previous knowledge of Azure Devops, Salesforce, or other work management/ticketing systems Soft Skills (Required) - Good communication, organizational, and Analytical skills - Good human relations skills to build cooperative work relationships across teams (Desired) - Previous help desk experience or knowledge of Tier 2 support operations