Senior Technical Support Engineer

Senior Technical Support Engineer     

Who We Are     

CBORD and Horizon are the world’s leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.     

 What You’ll Be Doing- Overall Job Description      

The Senior Technical Support Engineer assumes leadership in resolving high-impact technical problems, actively contributes to process improvement, leads cross-functional projects, and serves as a key mentor for Support Engineers. Our focus is on ensuring an exceptional customer experience by swiftly resolving issues.     

What You’ll Be Doing      

• Leadership in Problem Resolution:  Lead the technical resolution of high-impact problems, coordinating with multiple stakeholders to devise solutions.
• Problem Solving:  Research, diagnose, troubleshoot, and identify technical issues often serving as an escalation liaison.  Evaluate and analyze symptoms, replicate steps taken to resolve.  Possess an expert level of knowledge of assigned products. Possess independence and curiosity to deep dive for new solutions.
• Escalation Management:  Provide leadership assistance with approach and resolutions to less experienced engineers.  Drive resolution effort within the team.
• Customer Communication:  Maintain regular communication with customers to keep them informed of the status and progress of their case.
• Advanced Documentation:  Create comprehensive guides and documentation that can be used for training and as a reference for the support team. Proactively review and update existing documentation. 
• On-Call Support:  Participate in on-call rotations, providing support for critical issues outside of standard business hours. 
• Continuous Learning:  Actively engage in learning new technologies and product updates to improve problem-solving capabilities.
• Process Optimization:  Identify and implement process improvements to enhance support workflow and customer satisfaction.
• Mentorship:  Mentor level I and II engineers, sharing experiences to enhance team knowledge and efficiency.
• Cross-Functional Projects:  Balance customer and team priorities with collaboration and participation in projects that require Technical Support expertise.

What You’ll Bring to the Table     

• Technical Expertise:  Expert knowledge and application of systems/products support along with client server architecture, SQL, enhanced troubleshooting with networking tools including Wireshark, and familiarity with multiple database systems. 
• Problem-Solving:  Advanced problem-solving skills with the ability to handle escalated issues. 
• Time Management:  Possesses a robust ability to methodically manage time and plan tasks with precision.  Demonstrates advanced strategic prioritization of actions and continually refines these skills. Exhibits adaptability by integrating innovation strategies to enhance efficiency and productivity.
• Communication Skills:  Excellent communication skills with the ability to document and share knowledge.
• Team Collaboration:  Leads teams and projects, providing training and mentorship.
• Customer Service:  Enhanced customer service skills with the ability to manage complex customer relationships.
• Professional Development:  Targeted professional development with potential specialization.
• Education: Degree beneficial but not required.
• Experience:  5-7+ years in customer-facing Technical Support environment

What’s Good to Know      

• Eligible for over-time on an as-needed basis.
• Excellent career development opportunities.
• Occasional travel may be requested (DREAMstart, team meeting), less than 10%
• Fulfillment of government security clearance application process may be required. 

Who You’ll Work with     

• Other support services team members.
• Customer system administrators, end users, and IT staff.
• Cross-functional team members including Professional Services, Development, Product Management, Quality Assurance, Sales.

Why Join the CBORD Horizon DREAMteam?      

DREAMteam (how we refer to all of us) You’re engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You’re a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You’re an extension of our talent acquisition team – always scouting top talent to join our team.     

DREAMperks     

Staying Healthy     

• Eligible team members have access to a robust health insurance plan on their first day of employment.
• To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year.
• Access to an Employee Assistance Program.

Enjoying Time-Off     

Eligible team members are granted with the following paid time off annually:     

• Vacation: 15 vacation days; pro-rated during the first year
• Holidays: 10 paid holidays each year
• Sick Time: 5 sick days
• Personal days: 3 personal days; pro-rated during the first year

Planning for the Future     

• Employer paid Life Insurance / AD&D / Short-Term Disability Insurance
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
• Access to FSA Plans & Commuter Benefit Plans
• 401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay. Fully vested on day one.
• Access to the Roper Employee Stock Purchase Plan
• Paid Parental Leave Program

Make an Impact      

• DREAMcares (The Company’s outreach initiative to support our extended community): Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization.

Apply and Join the DREAMteam     

To view more amazing roles at CBORD and Horizon, visit our career pages at www.cbord.com/careers     

This description is intended to be generic in nature. It is not intended to determine all specific duties and responsibilities of any particular position. Essential functions and overtime eligibility may vary on the specific tasks assigned to the position.     

_Internal Use______________________________________________________________     

This Job Description was modified by: Sullivan Biesz Messick     

This Job Description was last modified: 2/1/2024