Description The Product Support Engineer is responsible for ensuring maximum uptime and reliability for Spok customers' mission critical solutions through professionalism, timeliness and dedication to quality resolutions. Responsibilities Taking ownership of reported customer technical issues and seeing problems through to resolution. Facilitating customer communication. Applying application patches as needed. Utilizing remote secure access technologies to diagnose and resolve customer issues. Collaborating with team members to troubleshoot and resolve issues. Consulting with other vendors to identify the best approaches to resolving complex issues. Review customer information, manuals, procedures, and processes to ensure accuracy and quality. Creating and maintaining knowledge articles that are used internally and externally for training, best practices, solutions, or environmental processes. Providing Root Cause Analysis to customers based on troubleshooting effort and identifying recommendations for long-term solutions. Preparing change control documentation for product corrections or configuration changes. Using your knowledge of Spok products, infrastructure, related technologies, and critical thinking skills to research and provide guidance to the customer for issue resolution. Advising customers on best practices to meet their business needs through application software, hardware, or system functionality of Spok products. Meeting service level expectations and ensuring proper documentation of reported issues. This position involves on-call responsibilities for critical customer issues and is rotated amongst the team 24/7/365. Required Skills & Experience Associates degree in a technical field preferred 2+ years of previous proprietary software support experience for external customers Experience in Windows Server OS or Linux/Oracle Experience in RDBMS, SQL Strong customer support skills and the ability to quickly assess client personalities and technical skill level and work toward positive resolutions Well-developed oral and written communication skills Ability to work under pressure, stay calm and in control while performing critical thinking to resolve technical issues Ability to work in a fast-paced environment Occasional travel to customer sites may be required (less than 5%) Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK), headquartered in Alexandria, Virginia, is proud to be a global leader in healthcare communications. We deliver clinical information to care teams when and where it matters most to improve patient outcomes. Top hospitals rely on the Spok Care Connect platform to enhance workflows for clinicians and support administrative compliance. Our customers send over 100 million messages each month through their Spok solutions. When seconds count and patients' lives are at stake, Spok enables smarter, faster clinical communication. Spok is a trademark of Spok Holdings, Inc. Spok Mobile and Spok Care Connect are trademarks of Spok, Inc. At Spok, Inc., we provide equal opportunity to all employees and applicants without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability, protected veteran status, marital status, membership or activity in a local human rights commission, status with regard to public assistance or any other protected status or characteristic. Should you have a disability and need assistance or accommodation in the application process, contact Human Resources at 1-800-852-8935 Spok is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities Should you have a disability and need assistance or accommodation in the application process, contact Human Resources at 1-800-852-8935