Technical Support
Job Posting for Technical Support at Pinnacle Technical Resources
Technical Support
This role would help offload developers so they can focus on feature developments, and launch support.
They would be the primary support communication handler for requests during business hours.
They would also ensure that all requests are responded to and resolved in a timely manner.
Where possible, they would determine the root cause of bugs or access issues, and suggest appropriate solutions.
Responsibilities:
They would handle both communications, as well as first-level technical troubleshooting, including, but not limited to:
- Logging into production servers to run migrations or cleanup scripts
- Review logs to determine root cause or user load paths
- Execute Ruby code to troubleshoot access issues
- Execute SQL queries to troubleshoot/resolve data mismatches, under the guidance of a developer
- Write basic bug fixes in Ruby for obvious situations
- Basic Rails application development tasks when support load is light
- Track and prioritize customer requests and email queues to ensure timely resolution
- Collaborate with team when necessary to handle tasks, or escalate to on-call developer
- Provide updates to customers and partners on the progress of outstanding requests
- Balance multiple projects and assignments, simultaneously within a fast-paced, ever-changing work environment.
- Recommend improvements to the process for managing and fulfilling requests
Requirements:
- Self-managing capable in completing priorities, and managing details, with strong analytical and communication skills
- Minimum 2 - 3 years of experience
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Salary.com Estimation for Technical Support in Sunnyvale, CA
$87,302 to $117,114
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