Job details

Software Support Engineer - job 2 of 2

Job Requirements: • SQL Skills - Ability to write simple to moderately complex queries for analysis and data updates. • Programming skills in C# .Net (Preferred) or equivalent language. Should be able to read and understand the code. • Investigative / Troubleshooting skills - Ability to understand expected application functionality, investigate issues reported by end users and identify root cause in code or successfully reproduce the issue. • Minimum of 2 years of experience with Support / Dev experience working in business applications.

Responsible for assigning all Help Desk and customer inquiries, including technical assistance, best use of product, additional products and services.

Provides outstanding customer service to Tesla Motors application users.
Provides second level technical solutions, according to established service levels.
Offers a single point of contact and ensures that all application support requests are recorded in a timely, courteous, and accurate manner.
Escalates issues within the IT department to ensure issues that cannot be addressed at first level are responded to timely, working to maximum uptime for customers.
Follow-up on tickets resolved by internal IT teams to ensure communication to the customer with high degree of satisfaction based on results and level of service.
Liaison for Level III Information Technology development support.
Resolve production issues by fixing defects in application source code wherever feasible.
Executes monitors and completes assigned tasks on multiple computer systems and platforms.
Documents and maintains shift documentation in ticket management system.
Work closely with the US/Offshore counterparts and Leads in ensuring timely resolution of issues.

Job Types: Full-time, Contract

Salary: $40.00 - $50.00 per hour

Experience level: