Technical Support Engineer

About This Team:include 2-3 lines about your team and what they do within the organization and company.Job Description/Responsibilities:Work is moderately supervisedWorks to achieve operational targets within job area with direct impact on department results.Works independently on larger, moderately complex projects/assignments.Sets objectives for own job area to meet the objectives or goals of projects and assignments.Responsible for making adjustments or recommended enhancements in systems.and processes to solve problems or improve effectiveness of job area.Problems and issues faced are general, and may require understanding of broader set of issues but typically are not complex.Problems may require understanding of other job areas. Problems are typically solved through drawing from prior experiences, with analysis of the issue.Communicates with contacts typically within the department on matters that involve obtaining or providing information requiring some explanation or interpretation in order to reach agreement.May work to influence parties within own job function at an operational level.May provide guidance and assistance to entry level professionals and/or support employees.

Grow at ShareFileSo how can you contribute as part of the ShareFile team? We are searching for someone who can help us make a little magic for our customers and their clients every day. We want someone deliver industry-leading technical support to customers via chat, email, or phone, resulting in high customer satisfaction and well-documented resolutions. In the Technical support Engineer, you will focus on in-depth problem analysis of the company's product and its integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and resolve technical issues. Prioritizing and performing tasks for effective use of team resources and managing the quality of your own work.This includes

This role answers advanced-level incoming customer support requests in a fast-paced environment. Assists customers with issues that range from answering product questions to providing advanced technical support when the customer is having trouble using a product.Effectively understands the customer's environment, performs research to determine the root cause of the issue or problem.Provides instruction on the use and application of features; determines customer's configuration and needs; makes recommendations regarding product selection to current or prospective customers.Provides meaningful contributions to assigned projects/tasks (under minimal supervision).Performance is primarily measured through customer feedback, Knowledge Center System usage, as well as measurements around schedule adherence, contributions to the team, and other Key Performance Indicators.Case Documentation: Follows department protocol regarding case management and records details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Description, Internal Notes, etc into the Customer Relationship Management System accurately.Knowledge Center System (Contributor) - Works closely with contributors, validators, and auditors to collaborate on KCS assignments. You will be responsible for searching and reusing existing information when available, and will create new knowledge articles in the event that no information exists. You will attach content from multiple sources to your cases as a resolution while ensuring the information referenced in the case is accurate and up to date. Additionally, you will contribute to maintaining the information current across multiple platforms and content channels.Basic Qualifications:

Bachelor's Degree or equivalent experience preferred.3+ years in a support role within the service industry.Good Knowledge in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.Practical Knowledge of the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.Some knowledge of Single Sign On (SSO) and server administration skills.Proficient verbal and written communication skills.Ability to listen, assess, determine, and communicate corrective measures.English-speaking proficiency is required, and bilingual skills are a plus.Customer-focused – Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customerAbility to de-escalate customers in challenging circumstances.Works Independently with the ability to think critically, troubleshoot, and solve complex problems.Well versed in a data-driven, metrics-oriented environment.Achieve operational targets within the role with a direct impact on department results.Has a keen interest in Software-as-a-Service (SaaS).Has a Growth MindsetPreferred Qualifications:

Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS.Basic knowledge of load balancing technologies (NetScaler preferred).Database knowledge in SQL.Knowledge in Javascript, Python, and PHP, API calls.Knowledge in Conditional Calculations.Knowledge of troubleshooting web application and SSO set up issuesKnowledge about Security CertificatesDoes this sound like you? Is this the kind of environment in which you would thrive? Apply now We’re building something special at ShareFile, creating technology that can help to reshape the way people around the world work. The impact you can have at ShareFile is life changing, and the opportunities here are limitless.Required Experience/Skills:Established and productive professional position.Typically requires some work experience in non-support position.Requires practical knowledge of job area typically obtained through advanced education combined with experience.Typically requires a University Degree or equivalent experience and minimum 2 years of prior relevant experience; or an advanced degree without experience.Optional Experience/Skills:additional languagesAbout Us:Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world’s largest cloud solution providers, serving more than million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at - or email us at for assistance.

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