Careers

Your Future Career with Xytech!

At Xytech, you will find a unique, high level of talent that will challenge you and encourage your creativity and achievement. We welcome individuals who wish to contribute to our mission to be the most comprehensive Media Operations Platform that delivers personnel management, resource management, media transmission, asset management and media workflows.

We believe in personal accountability, effective and efficient results for our clients, uncompromising integrity, open communication, and cultural diversity. Xytech listens to and invests in its team members, clients, and strategic partners with a commitment to excellence.

career opportunities

Current Open Positions

Technical Support Engineer
Remote, Other, United States - 00000
Description

The Technical Support Engineer is responsible for phone, email and web-based customer support and technical assistance, as well as troubleshooting issues to ensure a high level of customer satisfaction. This role cooperates closely with business analysts, architects, developers, and quality assurance specialists to manage customer requests through to resolution.

Essential Responsibilities

  • Develop software solutions to support our customer needs.
  • Provide confident, patient, and empathetic communications with customers.
  • Resolve or escalate customer technical support and manage issues through to resolution.
  • Field customer requests via various channels such as phone, email, and the customer support portal.
  • Accurately log all calls and activities.
  • Maintain client and site information confidentiality.
  • Troubleshoot all issues in a consistent and effective manner.
  • Take proactive steps to research, identify, and resolve issues independently.
  • Follow up on all support related customer issues to resolution.
  • Review/update all open support queues on daily basis.
  • Gather information to build business cases for escalation to Technical Services, Product Management, and Engineering.
  • Interact with clients to troubleshoot and solve technical requests; follow requests to resolution using Wire Shark to track and troubleshoot database calls.
  • Assist in planning, preparing, and execution of black box testing and Back End API testing of test sets.
  • Keep customers informed of any open

Additional Responsibilities

  • Actively participate in the company's skill development program, which includes customer service skills and training on the company's applications.
  • Provide "on-call" support as scheduled to support our global customer needs.
  • Work with Quality Assurance to identify bugs, suggest improvements, and test new features.
  • Field customer requests for cloud-based services by interfacing with other internal departments.
  • Demonstrate effective software troubleshooting skills on Windows OS.
  • Perform other duties, as assigned.

Qualifications

  • 3+ years of experience in a software environment.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Ability to explain technical issues to technical and nontechnical employees and customers.
  • Strong analytical and problem-solving skills.
  • Familiarity with HTML constructs.
  • Knowledge of web services, API, and IP-based products.
  • Experience with Windows OS and MS SQL Server.
  • Familiarity with at least one programming language C+, C#, .Net, XML, Java
  • Ability to troubleshoot complex hardware and software issues
  • Proficient with Microsoft Office Suite or related software
  • Experience in broadcast scheduling environment preferred
  • Education Requirements
  • Bachelor's degree in Computer Science, Engineering, or related field, or an equivalent combination of education and experience