Technical Support Engineer

Technical Support Engineer  

Description   

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.  

The Technical Support Engineer is a vital member of our Support team, dedicated to providing tier I technical and application support for CBORD | Horizon's solutions. Our focus is on ensuring an exceptional customer experience by swiftly resolving issues.  

Salary Range: $25-$27 

What You’ll Be Doing  

• Issue Ownership: Take full responsibility for customer-reported issues, ensuring they are resolved in a timely and effective manner.
• Problem Solving: Research, diagnose, troubleshoot, and identify solutions to resolve system issues, which includes interacting with customers to understand the problem thoroughly.
• Escalation Management: Follow best practices for escalating unresolved issues to the appropriate internal support team, with detailed case notes that outline troubleshooting steps and results.
• Customer Communication: Maintain regular communication with customers to keep them informed about the status and progress of their cases.
• Documentation: Maintain detailed documentation of all issues and resolutions in case notes and to contribute to a growing knowledge base that helps in faster resolution of future problems.
• On-Call Support: Participate in on-call rotations, providing support for critical issues outside of normal business hours.
• Continuous Learning: Actively engage in learning new technologies and product updates to improve problem-solving capabilities.

What You’ll Bring to the Table  

• A college degree in Computer Science, Information Technology or related fields, is preferred, although equivalent experience will also be considered
• Ideally 2+ years of relevant work experience in a Technical Support environment, especially assisting customers
• Strong logical problem-solving abilities and communication skills, coupled with a collaborative team spirit.
• Fundamental knowledge of Windows, PCs, SQL, client/server architecture, networking (including tools like Wireshark), various operating systems, databases, telephony, and software applications. 
• Familiarity with XML and API a plus but not mandatory.  Experience with SaaS models and applications is advantageous.
• General understanding of major RDBMS, with emphasis on Oracle, MS SQL, and Sybase, which are SQL-based databases. 
• Strong customer service skills with a strong grasp of customer service principles and practices backed by prior customer-facing experience.
• A positive, professional, and solution-oriented mindset in approaching your role.

What’s Good to Know   

• Career development opportunities
• Eligible for overtime on an as-needed basis

• Occasional travel may be requested; less than 10%
• Fulfillment of government security clearance application process may be required

Who You’ll Work with  

• Customer system administrators, end users, and IT staffs

• Support team, including Leadership

• Team members from various departments (Development, Product Management, QA, Sales, Professional Services)
• Third-party partners

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: 11 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.

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 may vary on the specific tasks assigned to the position.  

Apply and Join the DREAMteam  

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

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This Job Description was modified by: Nancy Sullivan  

Enter JD Author’s name.  

This Job Description was last modified: 11/7/2023