Senior Technical Support Engineer/Solution Health Specialist

JOB TITLE: Senior Technical Support Engineer/Solution Health Specialist

DEPARTMENT: Enterprise Services

REPORTS TO: Manager, Relationship Experience

JOB LOCATION: Remote (U.S. based)

SUMMARY OF POSITION:

The Sr. Technical Support Engineer/Solution Health Specialist is responsible for performing OnBase System Health Check services for customers, both proactively and requested, to ensure the software solution is being optimized to its potential. 

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Perform System Health Checks for customers both proactively and as requested by i3 Verticals resources in accordance to established procedures and standards, including preparing and distributing a report which summarizes the results and any action item identified.


• Maintain the entire System Health Check Report template and process to include making improvements as warranted and communicating important changes across the organization as needed.


• Maintain our internal knowledgebase including article writing, reviewing, publishing, and deactivating on a regular basis.


• Proactively monitor and disseminate information to customers regarding system health such as data loss/integrity issues.


• Manage the Customer Relationship Portal with current and relevant information for customers to utilize and improve the health of their solution.


• Identify tools and training subjects that can be shared with customers to help them monitor their health of their solution(s).


• Actively gather and communicate information to the appropriate departments regarding new areas which could improve i3 Verticals internal system/solution monitoring tools.


• Host live webinars for customers on relevant System Health Check topics such as how to monitor their system and may include preparing training material, promoting customers to reach attendance goals, coordinating webinar dates, etc.


• Create and distribute training videos for customers on learning how to monitor and administer their system.


• Present system health information at customer events as requested to include preparing presentations, demonstrations or answering questions on i3 Verticals System Health Check processes.


• Identify improvement areas for customer solutions and make recommendations to improve the quality of the solution for the users.

• Level: Performs, in addition to Core essential duties and responsibilities, the following:

• Manage development of internal and support related applications, following i3 Verticals Coding Standards.


• Manage escalated support issues by coordinating efforts amongst other technical resources to achieve a resolution that meets customer requirements.


• Act as a mentor to other Support team members to include technical training as required.


• Lead special projects and or responsibilities as assigned by Manager.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Bachelor’s degree in computer related studies or equivalent education and/or work experience.


• Minimum of 5 years of OnBase experience or equivalent combination of education and experience.

Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York