Senior Technical Support Engineer at Neverware

| Greater NYC Area
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What You'll Do: We are seeking a highly motivated and professional individual to join the Neverware Support team providing technical support to all our US and European Education and Enterprise customers. You will help customers get the best out of their CloudReady experience by answering phone calls and emails, working to understand and drive to solve any and all complex issues experienced by our customer base. You’ll be a true partner to our customers, working closely with them and helping us continually prove our value as you troubleshoot and resolve their technical issues for the best possible CloudReady site experience.

Responsibilities:

  • Answer daily customer calls and email tickets efficiently
  • Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion
  • Manage customer cases and document all customer interactions and resolutions in Salesforce, our case management system
  • Follow standard procedures of the organizations to resolve issues by escalating them to the relevant internal departments if necessary
  • Actively contribute to our technical knowledge base, online community, and other technical documentations
  • Collaborate with cross-functional teams including Sales, Product, Engineering, Operations and others
  • Take ownership of technical issues and work with internal teams in identifying product defects, designing solutions, and testing
  • Meet high levels of customer satisfaction and requirements by following a more proactive approach to technical support, which includes proactively updating our customers and ensuring  that they are satisfied with our support service 
  • Train internal team members on knowledge gained during issue mitigating on a timely basis and contribute to the growth of the team

Qualifications:

  • An analytical approach and advanced problem-solving skills coupled with a commitment to extraordinary customer experience
  • Excellent verbal and written communication skills
  • Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical deadlines
  • Strong working knowledge and proven experience working with various types of computer hardware
  • Strong working knowledge in Operating System Software (Linux, Microsoft Windows, Chrome OS a bonus)
  • Strong working knowledge on Enterprise Networking, LAN/WAN topologies & technologies, Switching, Routing, SDWAN
  • In-depth understanding of Security Technologies and Protocols: Firewall, Proxies, TLS/SSL, Http/Https, DNSSEC, SAML/SSO, IPSEC, PKI, traditional overlay VPN technologies
  • Working knowledge of Virtualization, Hypervisors, and Cloud Technologies: VMware vSphere, MS Hyper-V, Citrix Xendesktop and Xenapp experience
  • Demonstrated outstanding customer service experience or prior technical support experience; desire to go above and beyond in assisting customers even under high pressure
  • Proven ability and willingness to learn new technologies and implement technical logic on daily cases
  • 5 years of Enterprise Technical Support experience working with the Global customers
  • Minimum 3-4 years experience in VDI and network infrastructure experience
  • Experience in Salesforce, JIRA and Google Admin Console is a bonus

Who We Are: Neverware is the developer of CloudReady, the highly secure, fast, and modern operating system that runs on almost any hardware. Launched in February 2015, CloudReady garnered immediate attention by giving budget-strapped schools a way to turn old, slow computers into fast, reliable devices that deliver the same experience as a Chromebook. Several years and one million installs later, CloudReady is the OS of choice for innovative organizations and IT teams eager to embrace the future of computing and eliminate the hassle and expense of legacy operating systems. Thousands of schools, businesses, and consumers in 127 countries around the world use CloudReady daily via our Education, Enterprise, and Home Editions.

With offices in New York and London, Neverware has been featured on Crain's 100 Best Places to Work in New York City in 2019 and 2018, was named #8 on Built in NYC's Best Small Places to Work in NYC, and was the winner of the 2018 TIMMY Award for Best Startup in New York. Neverware’s investors include Google LLC, Khosla Ventures, General Catalyst, and Rethink Education. Our partners include Google, Microsoft, Amazon Web Services, Samsung, and more.

Neverware is an equal opportunity employer. We will not discriminate and will take measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, promotions, and other conditions of employment against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability, veteran’s status, sexual orientation, gender identity or gender expression

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • PythonLanguages
    • JIRAManagement
    • SalesforceCRM
    • PardotLead Gen

Location

112 W 27th St, New York, NY 10001

An Insider's view of Neverware

What's something quirky about your company?

Our annual Iron Chef competition is a fun 2-weeks that brings the team together with great food and healthy competition, and is truly indicative of our food-loving culture.

Eric

Head of Talent

What are Neverware Perks + Benefits

Neverware Benefits Overview

Yes, we may have a casual work environment, but we’re professionals, and we’ll treat you like one too. We don’t have set working hours, or a dress code, or set vacation or sick time. Instead, we focus on results. We’ll give you autonomy and room to run, with the caveat that honesty and transparency are baked into our DNA. We meet weekly on Monday mornings for each department to review relevant stats, numbers, and updates. There are daily stand-ups for teams to check in with each other. And each month at our company meeting, we review big picture items, including our sales results and our company finances.

Culture
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
We have a video game cabinet in the back, a monthly board-game night and the team regularly plays Dota together.
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
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