Senior Technical Support Engineer

General Description

Nomadic Learning is seeking a talented and ambitious person to provide advanced technical support to internal stakeholders and our enterprise client base. Your primary responsibilities will be to take ownership of customer (and internal stakeholder) technical issues, seeing problems through to resolution; researching, diagnosing, troubleshooting and identifying solutions to resolve system issues; and following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

We are particularly interested in candidates with more advanced technical capabilities who have the ability to directly solve technical problems.

Primary Responsibilities

1. Diagnose and fix technical issues raised by internal stakeholders and clients
2. Escalate unresolved issues to the appropriate internal teams, ensuring proper communication between all parties until issues are fully resolved.
3. Act as the primary point of contact for technical support needs, keeping track of requests, follow-up, and deadlines
4. Manage and enhance the technical support process from end to end, minimizing the use of internal developer capacity while maximizing client satisfaction
5. Ensure a high standard of communication between all stakeholders throughout the support and resolution process.
6. Collaborate closely with developers and client account managers to solve complex technical issues or requests.
7. Contribute documentation to the internal knowledge base, ensuring the proper documentation exists for common, recurring issues.

Knowledge, Skills and Abilities

• Good understanding of databases and proficient in SQL language
• Familiarity with linux, and comfortable using command line tools
• Familiarity with web applications
• Proficiency with Git/version control
• Good knowledge of html, css, javascript, typescript and python for diagnosing and understanding errors
• Experience with python for scripting and data processing
• Strong problem-solving abilities
• Exceptional interpersonal and communication skills—both written and oral

The Company

Nomadic builds digital academies for business and professional audiences around the world. Our academies help individuals and organizations succeed in uncertain times. We've helped global organizations adapt to remote work, brought marketing departments into the digital age, and developed agile management and leadership teams.

We own and operate a number of digital academies, including the Josh Bersin Academy for HR practitioners, and the Nomadic Academy for managers and leaders. We also build custom academies for some of the largest organizations in the world.

Nomadic is an Equal Employment Opportunity employer. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them.

How to apply

Please send your current CV or resume to jobs@nomadiclearning.com by August 11, 2023