Technical Support Engineer

— San Francisco office —

Do you believe in people? That data is only half the story behind what makes or breaks a company? That the other half – the business insights – exist only in the heads of people?

Do you believe that leadership is about making the hard decisions, managing both strategy and tactics, and paving the way for people? And that good leaders are ones that know how to listen to their people?

At Tonkean, we believe that in order to be successful, leaders and their teams must complement each other. And that in order for this to happen, leaders need to be able to see their data and people’s insights together – across different functions, products and teams.

Tonkean is a tool for managers. Unlike business intelligence or team management tools, Tonkean uncovers your business reality. It intelligently brings you answers that are only tangible when human input meets data, allowing you to stop with the nagging and focus on managing.

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
 
Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. 
 

Responsibilities:

  • Research and identify solutions to customer issues
  • Diagnose and troubleshoot technical issues, including account setup and configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their account is fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients

 

Requirements:

  • Proven work experience as a Technical Support Engineer, Support Engineer, Implementation Engineer or similar role
  • Hands-on experience with Web applications, REST APIs, Data integrations or connectors.
  • Good understanding of SaaS, Cloud and common software environments 
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
 

About Tonkean:

  • We’re working on freeing the world from mundane work 
  • We’re a group of entrepreneurs, visionaries, and problem solvers, who always challenge the status quo and settle for nothing less than in true innovation
  • Our customers love us, and we’re growing quickly
  • We’re backed by some of the top VC’s and Angels in Silicon Valley and Israel
  • We’re international, and have offices in both San Francisco and Tel Aviv

To apply kindly send your CV to jobs@tonkean.com 😄