Technical Support Engineer, Appspace
Workspace management software
Be an early applicant
Workspace management software
201-500 employees
Be an early applicant
201-500 employees
Company mission
To help organizations connect their people, places, and spaces to create a workplace employees love.
Role
Who you are
- The successful candidate will be self-motivated, patient, and able to accomplish multiple tasks at once with little supervision
- Must be organized and have excellent oral and written communication skills
- Creative problem resolution skills and the ability to solve problems by analytical reasoning rather than repetitive learning is required
- Trustworthy, reliable, and customer-focused
- Ability to confidently communicate technical issues and game plans to multiple audiences, at a technical expert level in layman's terms
- Proficiency in Windows XP/Windows, Windows 8 and 10 operating systems
- Troubleshooting experience with Windows 2008 R2/2012 R2, Windows Server 2012/2016 and 2019 including installations
- Knowledge of networking including LAN/WAN monitoring, TCP/IP config, traffic types, understanding DHCP and DNS services/servers, proxy servers, firewalls, and VPN
- Experience with IIS configuration, website hosting, and Linux/Unix-like operating systems
- Experience with database queries on current versions of MySQL, MS SQL, and MongoDB
- Bachelor’s degree in IT/Computer Science, Engineering, or equivalent experience
- At least 3 years’ experience troubleshooting IT/Software applications; SaaS preferred
- 1+ years of troubleshooting Network/Security problems preferred
- Working knowledge of JIRA and Salesforce preferred
What the job involves
- Seeking a resourceful, detail-oriented, and IT savvy individual to fill the position of Technical Support Engineer
- This role is responsible for providing advanced troubleshooting for Appspace customers regarding a variety of software, hardware, network, and security issues
- Respond to Customers technical support inquiries submitted by phone, email or chat meeting Customers SLA requirements
- Provide 2nd tier support, training, and mentorship to junior support team members to assist in resolving customer issues
- Deliver daily updates to Customers by phone, email, or case note entry
- Create knowledge base articles (WIKI’s) to document steps required for complex installations, upgrades, advanced troubleshooting, and known fixes
- Work on projects in various stages including prep work, building test environments, and verifying deployment correctness as well as project deployment
- Configure equipment to resolve connectivity issues and network-related challenges including firewalls, ports, TCP/IP settings, and complex security issues
- Configuration and management of PCs as well as Cisco DMP, MediVue, BrightSign, Chromebox, Crestron, and other devices using Appspace software
- Manage escalations in JIRA and be the liaison between the Support Team and the Product development team
- Prepare for and attend customer-facing meetings and provide accurate status updates on escalated issues
- Perform QA testing of new products and provide feedback to the Development team
- Continue to expand their knowledge of both Appspace proprietary software as well as relevant IT skills such as scripting, HTML5, APIs, etc
- May require travel to customer locations to provide onsite advanced support and/or training
Our take
Founded back in 2002, Appspace has grown into something of a leader in the workplace experience field. What essentially started as an internal content management and digital signage toolkit has since expanded into an end-to-end workplace management platform that caters for both physical and digital co-working and communication.
The calibre of customers that Appspace serves says a lot about its status – Google, Meta, LinkedIn, Coca-Cola and Pfizer all use the platform. It’s to the company’s credit that it’s stayed abreast of changing needs in the workplace, and added to its product offering at opportune moments, either by developing its solutions or via strategic acquisitions.
Now that a blend of on-site, hybrid, and remote working is the norm, there’s a need for a single platform that ensures good employee (and customer) experiences, rather than companies using a host of distributed apps. It’s a need that Appspace is fulfilling well, as it continues to invest in product innovation.
Steph
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Company benefits
- Generous PTO
- Flexible work schedules
- Remote work opportunities
- Paid company holidays
- Appspace Quiet Fridays (No non-essential internal meetings scheduled)
- A casual dress work environment
Company values
- Service Excellence: in how we treat each other and external customers and partners
- Principled: we are ethical, act with integrity, and do the right thing
- Adaptable: we’re flexible and remain resilient in the presence of change
- Camaraderie: we check egos and like to have fun, inside and outside the office
- Empowerment: we trust our employees and encourage leadership at all levels
Company HQ
Farmers Branch, TX
Articles
Leadership
Tony DiBenedetto
(CEO & Chairman)They have served as the CEO of Appspace since 2020. Alongside this, they are the Founder of Think Big For Kids. Previously, they were an Executive Entrepreneur in Residence at Tampa Bay Wave and CEO at Concerto Cloud Services and Tribridge.
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