You will provide technical support assistance directly to clients, developing solutions through research, analysis of diagnostic data, collaboration and problem replication.
Essential Job Functions
· Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes moderate scope problem prioritization, analysis, troubleshoot and devise resolution for issues requiring a review of identifiable factors. Exercise judgment within defined procedures to determine appropriate action. End result should be high level of customer satisfaction.
· Conduct analysis and research of moderately complex technical customer problems. Provides timely resolution and consistent customer communication.
· Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates.
· Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledgebase.
· Demonstrate initiative in acquiring product skills in at least one product family on several platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.
· Provide afterhours coverage as required.
This job might be for you if
· You like an exciting environment with multiple challenges and tasks on a daily basis.
· You are excited to learn about new technologies and products, as well as develop deep skills.
· Juggling priorities and coordinating workload with your peers comes easy to you and you are patient, level-headed and cool under pressure.
· You are motivated and driven and you enjoy solving problems.
· You think on your feet and volunteer for new challenges without waiting to be asked.
· You value the work in the team and you like helping people.
· You communicate clearly, have fun connecting with our customers via video conference calls, emails or phone calls and you excel when you capture complex aspects in simple words that anyone can understand.
Required Skills and Expertise
· Hands-on Object-oriented programming (especially Java, but C++, C# experience also beneficial)
· Technical knowledge of UNIX/Linux and Windows preferred
· webMethods product knowledge a plus!
· Fluent in English
· Analytical thinking and problem-solving skills
· Excellent attitude contributing to the overall high morale of the team
· Excellent interpersonal and written communications skills
Education and Experience
· Bachelor’s degree, or foreign equivalent, in Computer Science, Computer/Electronics Engineering, Telecommunications, or a relevant technology-centered field, and
· 1-5 years of experience reflecting demonstrable ability in the skill set described above; alternatively Master’s degree in Computer Science, Computer/Electronics
· Experience in a customer service or support role preferred
Highly Desirable
· Knowledge of some of the following technologies: ElasticSearch, Oracle and SQL Server
· Knowledge of Cloud technologies, Containerization, Kubernetes
· Experience with utilities like packet sniffers, analyzing, stack traces and core dumps, IDEs desirable
