Senior Technical Support Engineer (Level II)

As a Senior Technical Support Engineer (Level II) at Brinqa, you will own and resolve customer issues with a sense of urgency and professionalism. Your responsibilities include performing in-depth troubleshooting, coordinating with internal teams, prioritizing high-profile cases, and communicating effectively with customers through various channels. You will also contribute to maintaining excellent customer relationships and support our knowledge base by documenting your findings and solutions.

To qualify for the Senior Technical Support Engineer (Level II) role at Brinqa, candidates must possess a Bachelor’s degree in Computer Science or Information Science, along with at least four years of hands-on experience in core Java or Groovy programming. Familiarity with Linux systems, databases, and 3-tier architecture is also crucial to effectively troubleshoot and resolve issues faced by clients.

The work environment at Brinqa for a Senior Technical Support Engineer is dynamic and fast-paced, with a strong focus on teamwork and collaboration. You'll be part of a supportive customer support team, where open communication and shared success are encouraged. The company promotes growth and continuously seeks improvements within internal processes, allowing you to thrive in your role and pursue leadership opportunities.

A Senior Technical Support Engineer (Level II) at Brinqa should be well-versed in Java or Groovy programming, Linux command-line tools, and have a foundational understanding of databases. Knowledge of NoSQL databases like Neo4j, application deployment, AWS, and tools such as Nginx, Apache Tomcat, and JIRA will serve you well in this role, as they are essential for managing customer deployments effectively.

Brinqa places high importance on growth and development. As a Senior Technical Support Engineer, you will have ample opportunities to learn new skills, work on challenging projects, and contribute to process improvements. Competitive pay, stock options, and multiple healthcare benefits further support your overall well-being and career advancement within the company.

In answering this question, highlight specific projects or tasks where you've utilized Java or Groovy in a technical support context. Discuss the types of issues you resolved, such as creating or modifying scripts to enhance customer solutions, and emphasize your problem-solving skills and the impact your work had on customer satisfaction.

When addressing this question, outline your approach to prioritization—assessing the impact on the customer, urgency of the issue, and available resources. Give examples of past experiences where you had to manage multiple high-priority cases to illustrate your time management skills and effectiveness in a fast-paced environment.

Explain your communication technique, which could include breaking down technical jargon into simple terms, using analogies, or visual aids if applicable. Provide an example of a time when you successfully communicated a complex issue to help the customer understand the solution and feel more at ease.

Use the STAR method (Situation, Task, Action, Result) to structure your response. Describe the context, the specific challenge you faced, what steps you took to troubleshoot and resolve it, and the positive outcome that resulted. Be sure to emphasize your thought process and problem-solving methods during this experience.

Indicate your proactive approach to ongoing learning, such as attending webinars, taking online courses, and following industry news. Mention specific resources or communities you engage with to reinforce your commitment to staying informed about advancements in cybersecurity and technical support best practices.

Discuss your analytical approach toward root cause analysis, mentioning factors such as gathering data, analyzing logs, and collaborating with other teams to get a comprehensive view of the issue. Give an example of a time when your thorough analysis led to resolving a recurring problem.

Mention specific tasks you've performed in Linux, such as troubleshooting deployments or running commands to gather information. Stress how your Linux skills contribute to your technical support role by allowing you to diagnose and resolve issues efficiently.

Discuss the importance of teamwork in providing exceptional customer support. Highlight experiences where collaboration with team members led to quicker resolutions or improved processes. Mention how you actively seek assistance when needed and how you contribute to a positive team culture.

Show your empathetic approach and commitment to customer satisfaction. Define steps you would take to address their concerns, such as apologizing, taking ownership of the issue, and striving to offer a solution or improvement. Provide an example of how you have successfully turned a dissatisfied customer into a satisfied one.

Demonstrate critical thinking and proactive problem-solving by proposing ideas for improving efficiency in the support process. It might include enhancing documentation, implementing new tools for tracking tickets, or suggestions for training materials. The goal is to show you're interested in contributing to the culture of continuous improvement at Brinqa.