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Tech Support

at Apiture • Wilmington

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Position Summary:

Based in Wilmington NC, the Associate Support Engineer works in a deep level technical environment, resolving and providing solutions to customer problems. They identify, design and develop solutions for product and system problems. They communicate with internal and external organizations to resolve problems whilst maintaining full ownership. The successful candidate would work in a fast-paced environment.

Desired Skills and Experience:

Technology and Engineering Skills

- Ability to start and investigate issues outside of familiar technical areas with minimal assistance
- Ability to research problems with no known solutions and design solutions for identified problems
- Ability to understand the engineering processes, principles, methods, and techniques
- Problem Solving/Decision Making
- Communications skills (both verbal and written) with the ability to communicate detailed points to relevant audiences
-  Ability to learn about our solution in order to gain the technical acumen and solutions knowledge to extract and request relevant details as part of investigation
- Taking lead of the technical direction of investigation with minimal guidance
- Ability to analyze relevant logs and tracing and extract relevant details and understand the relationship of the details
- Recreation of issues as required, ensuring vital and relevant details are recorded
- Required to document investigation details and path clearly and concisely

There will be a requirement to provide cover 7x24 hour on call support and work shifts to cover different time zones which may include occasional weekends.

Skills:

- Create documentation and flow charts to improve existing processes or define new ones

Education:

  • A Bachelor's degree or relevant experience

Experience:

  • 2-4 years of experience in retail- customer supporting roles

Physical Demands/Work Environment Requirements:

  • The ability to work the days and hours required to fulfill the essential functions of the position
  • The ability to work long hours and to multitask

Mental Demands:

  • Learning, thinking, concentration
  • The ability to interact with others and exercise self-control
  • The ability to work under stressful conditions, particularly in customer and employee relations’ situations
  • The ability to make decisions and exercise discretion, when necessary
  • The ability to simplify complex issues for others to understand and respond