About the Role
Title: Customer Support Engineer
Location: Topeka, KS United States
Job Description:
Job Description
Overview
Keysight is on the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.
Our powerful, award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. Diversity, equity & inclusion are integral parts of our culture and drivers of innovation at Keysight. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.
This role will support our Eggplant team. At Eggplant (A Keysight Company), we help organizations put the user at the center of the testing process to quickly and continuously create amazing digital experiences. Our Digital Automation Intelligence Suite creates and executes tests, captures and monitors results, and generates predictive analytics to test the true end-to-end user journey.
Companies worldwide use Eggplant to surpass their competitors, boost productivity, and delight customers. How By dramatically enhancing the quality, responsiveness, and performance of their software applications across different interfaces, platforms, browsers, and devices—including mobile, IoT, and desktop—in agile, DevOps, and innovative application and data environments.
Responsibilities
Specific responsibilities include:
- Provide 2nd Line Support by email and phone for customer service requests.
- Technical configuration of customer accounts using our internal platforms.
- Ensure customer success by solving often complex technical issues.
- Process tickets to deliver solutions to the customer’s requirements
- Provide internal support to customer facing colleagues.
- Record defects and feature requests as necessary in bug tracker.
- Liaising with Technical Consultants and Account Managers on all technical issues
- Provide online training for clients, as required.
- Works on other projects, as assigned.
About You:
Candidates will need to exhibit the following behaviors to be successful in the role:
- High standards and a passion for excellence
- Desire to exceed expectations; not satisfied with “good enough”
- Creative; able to analyze problems and derive solutions using multiple approaches
- Able to collaboratively work towards common goals
- Attentive to detail, logical, and analytical
- Strong leadership and personal accountability
- Completely and relentlessly customer-focused
Qualifications
- Good spoken and written English.
- At least 2 years of technical support or related experience.
- Some experience of C++, JavaScript, Ruby or related programming language.
- Good working knowledge of HTML.
- Good awareness of Internet technology, website issues and developments
- Ability to multi-task in a fast-paced, deadline-driven environment
- Appreciation of networking technology (TCP/IP, DNS, HTTP)
- Good working knowledge of Windows and/or Apple OS.
- Strong personal communication skills.
- As this is a fully remote role, the ability to work from home are essential (hardware will be provided).
Bonus Skills:
- Experience with automated testing tools.
- Experience with the Eggplant range of tools specifically.
- Any experience of developing and/or maintaining a website is advantageous
- Any experience of SQL and UNIX a bonus.