Archer - Technical Support Engineer 2

Archer - Technical Support Engineer II 

Remote - Manila, Philippines

Archer is a leading provider of integrated risk management (IRM) solutions that enable customers to improve strategic decision-making and operational resilience with a modern technology platform that supports qualitative and quantitative analysis driven by both business and IT impacts.  As true pioneers in GRC software, Archer remains solely dedicated to helping customers manage risk and compliance domains, from traditional operational risk to emerging issues such as ESG.  With over 20 years in the risk management industry, the Archer customer base represents one of the largest pure risk management communities globally, with more than 1,200 customers including more than 50% of the Fortune 500.  Learn more at www.ArcherIRM.com.

Key Responsibilities

• To display a professional attitude and maintain the highest possible level of customer service for every customer interaction.
• Troubleshoot, diagnose, and resolve technical issues reported by Archer customers and internal stakeholders.
• Act as a customer advocate to work with internal teams such as development & project management to escalate issues and test fixes and workarounds.
• Acquire and maintain current knowledge of relevant Archer products, third-party products as they relate to Archer.
• Provide proactive case ownership in tracking, resolving and finally closing reported issues by keeping both customers and the case management up to date with the latest information
• Contribute to enhancing the customer experience by writing and reviewing of useful and concise knowledge base articles,
• Attend and participate in customer success meetings, scheduled customer conference calls, scheduled training sessions, company meeting and team events
• Provide priority Support to Archer’s Premium Support and Strategic Account customers through a comprehensive understanding of the Account’s requirements and configurations.
• As a global support organization which provides a follow the sun support model: shift work, holidays, occasional weekend shift responsibilities may be required.

Technical Skills

• Knowledge or experience in one or more of the following technologies:
  • Windows platforms including Microsoft Windows Server & Microsoft Active Directory
  • Web Servers such as Microsoft Internet Information Services (IIS) or Apache
  • Relational databases such as Microsoft SQL Server
  • LDAP
  • Knowledge of TCP/IP network stack; ideally hands-on experience configuring and troubleshooting network services such as DNS, NIS and WINS,
  • Diagnosing network issues using tools such as ping, netstat, nslookup, dig, route, traceroute and WinPcap/Npcap.
• Knowledge or experience that would be highly favorable:
  • Familiarity with troubleshooting using log file analysis
  • Experience working in IT Security
  • Linux knowledge

Soft Skills

• Ability to verbally explain complex information over the phone to customers with varying levels of technical expertise
• Proficiency in managing customers’ expectations and experience in handling difficult customers/situations.
• Ability to solve practical problems and creatively suggest solutions in new situations
• Ability to provide clear and concise verbal and written instructions as part of a troubleshooting and resolution process
• Ability to work well in a team environment
• A quick learner who performs well under minimal supervision

Education & Experience

• Bachelor’s degree in Computer Science or an equivalent combination of work experience
• 2-5 years product support experience (preferably with external customers) in a technical capacity role

Language Skills

• English: Average to excellent written and oral skills
• Candidates with secondary language skills are desirable but not essential.

Archer is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Archer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. Archer will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Archer employees are expected to support this policy and contribute to an environment of equal opportunity.

If you need a reasonable accommodation during the application process, please contact talent-acquisition@archerirm.com. All employees must be legally authorized to work in the US. Archer participates in E-Verify. Archer and its approved consultants will never ask you for a fee to process or consider your application for a career with Archer. Archer reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.