Remote Technical Product Support Engineers

Located in the state-of-the-art UETN Operations Center at the Eccles Broadcast Center on the University of Utah campus, this Service Desk position serves as the primary point of contact for technical support and customer assistance related to the Utah Education Network's Interactive Video Conferencing (UETN-IVC) system. The role provides timely troubleshooting, issue resolution, and user support for a wide range of distance learning and collaboration technologies used by educators, students, technology professionals, and partner organizations across Utah.

Remote Technical Product Support Engineers

Troubleshoot and resolve complex and/or escalated technical product-related issues for customers remotely via inbound/escalated calls, email, live chat, video, etc. Duplicate problems and define root causes, using product designs, code, or specifications. Possess in-depth knowledge of the organization's products and/or services and may include engineers who created product or service. Develop technical documents and instructions and document new fixes for lower tier technical support groups. Interact with product development and quality assurance teams to give feedback, discuss design issues, investigate problems, and develop solutions to meet the technological needs of users. May also directly assist clients on escalated support tickets for highly complex technical issues when first-line product support teams have not succeeded in isolating and resolving issue.