Vyopta is on a mission to turn UC into a competitive advantage for enterprises. Our product is a SaaS monitoring and analytics platform that helps IT teams at some of the top global enterprises improve the performance and efficiency of video, voice, messaging technologies and web conferencing. Vyopta serves leading financial, technology, healthcare, higher education, and government institutions globally. Our offices are on the Barton Creek Greenbelt in Austin, Texas.

About you:

Vyopta is seeking to hire a fulltime enthusiastic entry level Product Support Engineer to handle incoming level 1 support requests. The Product Support Engineer will work directly to support customers that use our UC&C Performance Monitoring and Analytics platform.

This position requires a highly motivated person with an insatiable drive to engage while learning to help customers attain the greatest value from their UC&C investments. You will also work in developing detailed documentation and performing some basic product testing and maintenance. This position is expected to grow to Level 2 support position within 6-12 months.

What you'll be doing:

• Respond to incoming level 1 product support tickets by performing and documenting basic troubleshooting activities while working directly with customers over voice and video.
• Ability to effectively collaborate with other Technical Support & Software Engineers achieving common objectives
• Proactively manage issues to ensure the highest levels of customer satisfaction and communicate the status of these issues to customers and management
• Work cohesively with other Engineers to assist in the development of product documentation, tech tips, FAQs, and knowledge base articles
• Develop and maintain a strong understanding of the business needs behind customer requests and help them achieve their desired outcomes.
• Foster productive working partnerships with customers and partners.
• Assist with testing and diagnosing software issues.
• Begin journey to gain basic understanding with regards to messaging/voice/video call and meeting platforms including IP networks.

What we need from you:

• Bachelor’s degree in Computer Science, Engineering, or related discipline.
• Basic proficiency with data analysis including the ability to author simple SQL queries and interact with multiple data sources.
• 1+ years of customer support, technical support, system administration or related customer facing role
• Basic understanding of Windows Server and IP networks
• Some exposure and experience with development tools using C/C#/C++ to PHP and Python, etc.
• Ability to work independently with little direct supervision and as a part of a team. Excellent analytical and organizational abilities.
• Strong written and verbal communication skills.
• Highly motivated, driven and self-starting individual
• Excellent time management/organization skills
• Passion for positively engaging/collaborating with people, solving problems and sharing insights supported with data.
• Ability to thrive in ambiguity; comfort with a highly interrupt-driven environment.
• Courage to do what is right and best, not only what is expedient.
• Experience at a startup or small company environment.

Why join Vyopta:

Vyopta employees enjoy a superior benefits package that includes medical, dental, vision, life insurance, 401(k), flexible leave, an open & casual work environment with the Greenbelt as our backyard!
You will work in a fast paced environment where you are always learning and making an impact