Support Engineer

Wilmington, MA & Seattle, WA

The Support Engineer will join the Security Innovation eLearning Team ‐ Product Support and Implementation group as a daily contributor in providing world class level support to our clients. This is a high paced and results oriented role, the ideal candidate will be a self‐starter that is willing to learn on the fly and wants to drive the successful adoption of our training products for our clients. The Support Engineer will work day to day solving client facing issues with our products and as well assist the team in product setup and deployments. You should have strong time management skills and good grasp on how the SAAS (Software as a Service) product model work. This role will report directly to the Support and Implementation Manager.

Job Responsibilities:

  • Work to support our Learning Management System by doing, but not limited to the following:
    • Course/exam testing and upload;
    • LMS updates (schedules, programs)
    • Reporting (internal/customers)
    • Support helpdesk (Reset of passwords, reset of exams, refresh of stale program schedules whenever we have content updates, etc.)
  • Support on Project Management tasks (tracking and monitoring)

Must have:

  • Strong verbal and written communication skills (is clear, well written and spoken, objective and professional)
  • Ability to work in a high paced environment and to focus on detail
  • Desire to learn
  • Great attitude and looking to work in a team environment
  • Feels at his/her best in an environment where goals and tasks are clearly defined and initiative can be used to improve processes, make suggestions and be proactive
  • Passion for excellence and high‐quality performance in each task assumed
  • Values ethical work practices above all
  • Shares SI core values
    • We empower our employees to learn and develop their skills
    • We create an environment of trust and open communication among all members of the organization
    • We focus on results, trusting our employees to work in the ways that are most effective for them
    • We create a flexible, rewarding work environment that supports a high quality of life for our employees
    • We believe in trustworthiness with our employees and with our customers and hold ourselves to the highest ethical standards in order to meet that goal
  • Should have a working knowledge of both Mac OS and Windows operating systems.
  • Should know how to leverage Chrome, IE 8+, Firefox, and Safari (including debugging options)
  • Should have working knowledge of MS Office

Nice to have:

  • Background in testing or troubling shooting browser‐based communication issues
  • Working knowledge of at least 1 learning management system
  • Knowledge of testing tools such as Fiddler or Wireshark
  • Knowledge of Javascript, HTML5, and CSS
  • Working knowledge of Adobe Captivate