Engineering Support Technician – San Mateo, CA.
This position is based in San Mateo, CA
Summary:
The Mobile Applications division of Asurion is seeking a talented, motivated and innovative individual to join its Engineering Support Organization. This tier three/four support organization works directly with our customers to resolve end-user issues, identify and escalate bugs to our development organization and help provide root-cause analysis and troubleshooting support. Our customers will provide level one and two support to their subscribers and escalate to the Asurion Engineering Support Organization as needed.
Responsibilities:
You will be responsible for reviewing; analyzing and evaluating escalated issues/bugs from our customers call centers. You will work closely with the level two and three support organizations within our customers call centers as well as our internal QA and development teams to quickly identify, quantify and troubleshoot inbound issues. You will work with a team of support professionals across multiple customer implementations of the Asurion Mobile Applications product suite.
You must be very customer-focused, comfortable multi-tasking, handling interruptions and interacting with a distributed system. You must enjoy a challenge and love working with a high quality team of people as smart as you. This position provides an excellent opportunity to help drive the most useful applications into the hands of millions of users.
Requirements:
• 3+ years of support experience
• Service oriented approach, timely, set expectations, and follow-through.
• Ability to express ideas clearly both in written and oral communications
• Understanding of general software architectures, ability to quickly understand components
• Ability to ask questions from novice users to get at root cause hypotheses
• Communicate effectively with core developers about root causes
• A self-starter with a strong desire to learn new concepts
• You thrive in a group environment
• Languages: English required, Spanish and French a plus
• Experience with BREW or J2ME a plus
• Experience with Java, C, or C++ a plus
About Asurion Mobile Applications:
Asurion is a leading global provider of enhanced services to the mobile industry with over 50 million wireless subscribers. Asurion Mobile Applications is a division of Asurion, which is a leader in mobile data protection market.
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