Level 3 Senior Technical Support Engineer

Foxit is remaking the way the world interacts with documents through advanced PDF technology and tools. We are a leading global software provider of fast, affordable, and secure PDF solutions that are used by millions of people worldwide. Winner of numerous awards, Foxit has customers in more than 200 countries and global operations. We have a complete product line and an exciting and aggressive development schedule. Our proven PDF technology is disrupting the status quo establishment and has accelerated our company growth. We are proud to list as customers Google, Amazon, and NASDAQ, and with your skills and help, we plan to add many more. Foxit has offices all over the world, including locations in the US, Asia, Europe, and Australia. For more information, please visit .

Salary: $90,000 - $112,000 a year

Position Overview: This position will be mainly responsible for the technical support of Foxit PDF Editor product. Utilizing your technical ability and experience to reproduce and troubleshoot various difficult problems reported by VIP customers. You will also assist other team members to communicate and handle some Foxit SDK issues for large account customers.

Responsibilities:

1. Together with the customer success team to deal with Editor and eSign related issues of large account customers, including enterprise installation and deployment, Admin Console configuration and use, and other PDF functions or docking with third-party applications.
2. Work with Level 2 team to troubleshoot difficult issues of Editor and eSign products.
3. Deal with the complex problems of other Foxit products.
4. Report suspicious/critical bugs and reasonable new feature requests from team/enterprise customers to Jira while managing communication with them.
5. Work with internal teams such as R&D, QA, and IS team to address critical issues, enhancements, or incidents.
6. Provide new useful/innovative ideas/recommendations to PM regarding customer experience and feature requests.
7. Write technical articles regularly to help more customers.
8. Create and update internal knowledge base articles.
9. Provide technical or product training to colleagues in need within the department.

Required Qualifications / Experiences:

1. Bachelor's Degree in Computer Science, Information Technology, or related field AND 4+ years of high-level support experience in a fast-paced, enterprise, mission-based software environment.
2. OR Master's Degree in Computer Science, Information Technology, or related field AND 2+ years of high-level support experience in a fast-paced, enterprise, mission-based software environment.
3. Core skills/competencies include Technical Prowess, Relationship Management, Data Analysis, Problem Solving, and Technical Curiosity.
4. Proficient in API workflows, SQL, and web standards like HTML, CSS, and JavaScript.
5. Knowledgeable of PDF functionality and applications. Familiar with MacOS, Linux, and Windows Operating Systems.
6. Advanced understanding of server deployment tools such as Intune, Ivanti, and SCCM.
7. Experience troubleshooting in server environments such as RDS and Citrix.
8. Ability to deliver high-level customer service with integrity and professionalism.
9. Excellent organizational skills: ability to prioritize, manage, multi-task, and execute projects multi-functionally.
10. Superior communication skills (presentation, written, and verbal) to effectively interact with all levels of professional staff.
11. Ability to explain complex products and features.
12. Excellent technical troubleshooting and problem-solving skills using browser developer and in-house tools.
13. Ability to navigate challenging situations professionally.

Preferred Qualifications:

1. 3+ years C++/C# programming experience. Experienced with troubleshooting in C++/C# with Visual Studio. Proficient in Visual programming for Windows.
2. Certifications with Azure Services or equivalent industry certifications.

CA Pay range: $90,000 to $112,000. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

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If the role description doesn't fit 100% but you feel that Foxit could give your career a boost, let's talk anyway and tell us your story! We are still growing, and some job profiles are not written yet!

Foxit is a progressive, open-minded meritocracy. What you’re capable of matters; the rest doesn’t. (We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.)

For US Positions: Being authorized to work in the U.S. is a precondition of employment. Foxit Software will not sponsor applicants for work visas.