Cleo Support Engineer I- Streem- Req #203 in Lansing, Michigan
Support Engineer I- Streem- Req #203
United States /
Support – Support /
Cleo is a cloud integration technology company focused on business outcomes. Every day we ensure that each one of our 7,000+ customer’s potential is realized by delivering solutions that make it easy to discover and create value through the movement and integration of enterprise data. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow.
Simply put, Cleo ... never stops
As a part of Cleo’s support team, the Support Engineer is responsible for providing an expert level of technical support to customers, on a variety of product-related issues including product installation, configuration, operation, and testing. The Support Engineer is skillful in identifying, researching, and resolving both software and hardware problems.
What you will be doing
Troubleshoots and develops technical solutions related to software and setup errors for customers.
Creates and carries out test scenarios to duplicate identified problems.
Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion.
Escalates urgent problems requiring more in-depth knowledge.
Ensures electronic knowledge base is utilized effectively and is maintained and expanded over time.
Works directly with the customer to suggest improvements to the environment of the installed products.
Proactive thinker with a proven ability to follow up after crises to provide long term solutions.
Participate in on-call rotation to provide after-hours support
Bachelor’s degree in Computer Information Technology or related field
Experience providing top-tier customer service in a professional environment.
Proven understanding of Windows Server, SQL server, and networking concepts
Experience configuring printers/faxes.
Experience working directly with customers via phone, email, or remote access.
Technical support experience preferred.
Ability to problem solve networking and communication concepts effectively.
Excellent verbal and written communication skills.
Previous experience with Dialogic SR140 and/or Freeswitch a plus.
Previous experience with Dialogic/Sangoma gateways a plus.
Basic PBX,SIP, and FOIP knowledge a plus.
Competitive base salary
Great Healthcare + Dental + Vision
Opportunity to work on large, high impact projects
Ongoing training and development
Equal Opportunity Employer: Disability/Veteran
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