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Technical Support Engineer- Tier 1

Company: Motionsoft
Location: Rockville
Posted on: April 17, 2018

Job Description:

Job DescriptionMotionsoft is the leading SaaS and payment solutions business serving the health club market. We're growing fast, winning deals with the best clubs in the industry, and searching for experienced Technical Support Engineers to join our team in Rockville, MDThe Technical Support Engineer will be responsible for troubleshooting and resolving technical issues. You will closely work with both Functional and technical groups at Motionsoft and act as a LiaisonDuties:Work on Trouble tickets assigned and try to resolve issues without changing source code. Resolution can include backend changes, configuration changes, external customization (without impacting core-source) etc.Work with Managed Services to resolve configuration related problems.Detailed technical analysis of issues that requires code change and update with analysis Report. This Analysis involves:Analysis of Report queriesData analysis in database.Checking log files and identifying exceptions.Replication of issue.Suggest potential resolution approaches.Provide workaround and bring down the severity and priority of an issue.Monitors if these fixed issues re-surfaces at later point in time and notify T3 accordingly.Provide matrix, weekly activity reports to managementCombine business and technical knowledge to determine the most appropriate approach to meeting a business need Participate in UAT process.Technical Skills/Qualifications:Bachelor's Degree in Technical major is RequiredAt least 4 years of experience in similar capacityPossess strong organizational, managerial, prioritization, and time management skillsAbility to multi-taskCreative problem solving and organizational skillsStrong detail orientation, listening and excellent writing skills.Possess exceptional communication skills with both technical and non-technical audiencesDemonstrates passion for excellence with respect to treating and caring for clients.Solid SQL skills. Ability to write SQL by hand, including complex joins and matching patterns.Ability to handle light SQL Server management operations (backup & restore, attach/detach, re-index, etc…)Ability to handle light IIS management operations (create sites, manage vdirs & app pools, various IIS settings)Strong knowledge of Excel for analyzing and manipulating dataRead & trace prototypical JavaScript codeAbility to understand and track complex application configuration scenarios across multiple customersAbility to troubleshoot escalated issues and ultimately classify them as engineering defects, application configuration issues, or user-error/training deficiencies.Ability to document and communicate issues being escalated to Level 2/3.Working knowledge of MS operating systems and networks.Preferred Skills:Previous Technical Support Experience, particularly with Billing SystemsWorking knowledge of Health and Fitness Industry and AccountingExperience using Chrome, Firefox, and IE developer tools including network timings, JavaScript console, XHR request/response analysis.ASP.net/ MVC ExperiencejQuery and ExtJs experienceAbility to read and write C# Company DescriptionMotionsoft is the leading SaaS and payment solutions business serving the health club market.

Keywords: Motionsoft, Washington DC, Technical Support Engineer- Tier 1, Engineering, Rockville, DC

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