Support Engineer
Pacific Alliance Capital, Inc. (PAC)
, Aliso Viejo, CA.
Information Technology and Services
Full-time
Pre & Post-Sales Support

Job description:
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Job Description:

Pacific Alliance Capital, Inc. is seeking a talented Technical Support Engineer to apply their technical skills and application knowledge to help support and provide solutions for our clients.

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General Purpose of the Position:

Provide technical support via telephone and/or remote access to customers through triage, troubleshooting, and technical resolution of company sold products and configured systems. Interact with the customers and /or users regarding products that are highly technical and sophisticated in nature.


Essential Duties & Responsibilities:

  • Provide telephone technical support to customers for company configured system deployments; provide support for PAC’s baseline products as assigned.
  • Support of after-hours calls for 24-hour emergency phone support program.
  • Write installation and application notes that provide customers with guidelines for performing upgrades, maintenance, and product integration in the field.
  • Assess and respond to situations where standard procedures have failed in isolating or fixing problem equipment; collaborate with other teams as needed to devise solutions.
  • Maintain clear, accurate, and concise daily log(s) of all calls and work performed on company database.
  • Report design, reliability, maintenance problems and product manual corrections/improvements to engineering for review.
  • Provide training to support engineers on, including but not limited to, custom system solutions, baseline products, and procedures.
  • Conduct reseller and end-user training programs.
  • Travel to customer sites for on-site maintenance and repair when severity of situation indicates that phone support alone is not sufficient.
  • Travel to customer sites in support of onsite installation assistance and project services.
  • Act as technical liaison between Technical Support and other “PAC” departments.
  • Required to perform the job functions in a safe manner.

Travel:

  • Must be able to travel with overnight

Additional Duties & Responsibilities:

  • Work directly with the customer and Customer Fulfillment personnel to develop, statements of work, installation plans, acceptance tests or other related documentation.
  • Accepts escalations from other Technical Support Engineers within the group
  • Other duties as assigned by the Company

Qualifications:

  • Ability to follow deductive reasoning/diagnostic process of diagnosing issues and customer problems
  • Strong ability to identify and resolve problems with the most effective resolution; must have strong, active listening skills
  • Must be able to take ownership and drive issues to closure
  • A serious and enthusiastic desire to provide effective customer service
  • Excellent verbal and written communication skills, with ability to convey information clearly and accurately.
  • Ability to work on solutions to complex problems. Ability to use and apply independent judgement to accomplish objects.
  • Attention to detail.
  • Must possess and maintain work state's Driver's License; driving records must be maintained in good standing
  • Must be able to drive as part of performing job duties

Education & Experience:

  • Associate’s degree in Electronics and Computer Sciences, or equivalent.
  • Minimum five (5) years of experience in similar kind of role providing technical support, in a high tech environment involving electronic communication systems.
  • Or any combination of education and experience that provides equivalent expertise.


Pacific Alliance Capital, Inc. is an equal opportunity employer.