Robert Half International Product Support Engineer in San Francisco, California
Robert Half Direct is seeking a full-time Product Support Engineer to join a network management software company. This position involves providing multi-level product technical support to customers in the global telecommunications industry. You will provide solutions by diagnosing, troubleshooting, repairing complex IT systems including software and infrastructure issues related to core systems. This position requires travel to customer sites in the US or Europe.
Triage and troubleshoot system failures
Research and analyze platform issues working cross-functionally with teams and customers to identify root cause and corrective actions
Implement workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion
Understand and respond appropriately to escalation procedures; follow through and assist in troubleshooting after escalating
Take part in an on-call rotation for incident resolution (includes after hours and weekend coverage)
Record information into ticketing system in an accurate and complete manner including diagnostic results and cross-product correlations to assist other groups with diagnosis and communications
Perform investigation, documentation and reporting for customer-impacting or recurring issues (RCA’s)
Communicate professionally and effectively with teams and stakeholders in both a proactive and reactive manner
Complete stand-alone projects to improve production support efficiency
Develop/Identify tools to aid in support, troubleshooting and root cause analysis
Collaborate with developers regarding bugs, defects, and new features needed for application
Create technical documentation for better knowledge sharing
Experience with technical support of software and infrastructure
Knowledgeable of Java / Linux / PLSQL / MySQL
Networking, server admin, application support
Experience in providing technical assistance regarding environment setup and configuration
Ability to create and maintain technical documentation
Troubleshooting and problem-solving skills
Strong time management skills including prioritizing and planning
Excellent oral and written communication
Excellent and prompt service for application incidents and requests
Ability to work with multiple teams to resolve issues/outages and can communicate well with peers in different time zones
Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.
Our experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.
When you work with us, you’re working with the best. Robert Half has been recognized as one of FORTUNE’s “Most Admired Companies” every year since 1998 and was named to Forbes’ inaugural list of America’s Best Temporary Staffing Firms.
Questions? Call your local office at 1.888.490.4429. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.