Verint Tech Lead Support Engineer 

United States, Maryland 

557285983

Principal Duties and Essential Responsibilities:

• Serve as a point of contact for technical support escalations related to the EDGE VMS product line.
• Utilize Oracle CRM to create and view support tickets, customer contacts, and other related information.
• Conduct follow-up calls with end-users and/or integrators to troubleshoot technical issues that have been escalated to Tier 3, and update CRM notes in the ticketing system.
• Contribute to the knowledge base articles and technical notes that will help improve future problem resolution efficiency.
• Assist the Services and Support teams in resolving issues.
• Answer technical questions coming from support by reading the documentation or testing against devices in the lab.
• Work on tickets requiring emergency support.
• Troubleshoot and determine the root cause of technical issues.
• Connect to customer or lab systems as necessary to reproduce issues.
• Provide updates on the status of technical issues.
• Become a subject matter expert (SME) in specific product and system areas.
• Work on multiple tickets simultaneously.

Minimum Requirements:

• Bachelor’s Degree in Information Technology, Computer Science or related degree, or equivalent work experience.
• 6+ years of software engineering and/or technical support experience.
• Strong knowledge of application server and database technologies.
• Strong knowledge of networking and analysis tools.
• Demonstrates ability to analyze, perform root cause analysis and solve problems effectively.
• Strong attention to detail through accuracy of work performed.
• Ability to work under minimal supervision; wide latitude for independent judgment.
• Strong organization, time management, and detail-oriented skills.
• Strong communication skills by conveying information through a variety of media in a manner that engages the audience to understand and retain the message.
• Ability to collaborate and work effectively in a team environment.
• Ability to quickly learn and master new technologies.
• Ability to multi-task effectively.
• Must be located within driving distance to our Columbia, MD office to visit on average once a month; otherwise, working remote.
• Very limited domestic travel of possibly once per year.
• Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations.