The Technical Support Engineer works primarily with enterprise customers of the Company's products and applications, proactively assisting them with installation, configuration, data connectivity, performance and analysis of data.
Responsibilities include taking a proactive leadership role working with the Customer Care team to resolve highly complex, technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly impact a broader customer adoption of Company products.
In addition to working with customers, the Technical Support Engineer will routinely partner with our R&D, Consulting Services and Sales organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful. You will work with world class products, resolving any issues our customers and partners may encounter regarding the Company product suite.
Collaborate and consult with select clients to implement successful installations and implementations, and resolve highly complex technical issues associated with deployment
Investigate and troubleshoot issues on customers’ environments or by looking over provided server and application logs
Partner with clients and help them optimize their use of Company software products and applications
Provide prompt and accurate feedback to customer tickets
Prioritize and manage multiple open tickets at one time
Lead support case resolution efforts for prescribed customer cases
Document technical issues and solutions in our Knowledge Base
Collaborate with Consulting Services and Sales to identify high priority server issues and partner with Research & Development and QA teams as needed
Mentor Technical Support Specialists in researching, resolving and documenting customer server issues
Act as the primary technical liaison between customers and other Company departments as issues are resolved
Develop, document, mentor, and train others in support procedures for technical triage and problem solving
Incident handling and resolution – restoring the disruption in service as quickly as possible
Registration of incidents, received by e-mail and phone, in Customer Care portal
Replication and logging of reported bugs in Customer Care portal
Escalation of cases to Research & Development, as appropriate
Participation in Customer and Partner communities and events
Performing other duties as assigned
Required Skills and Experience:
3-5+ years proven experience supporting and troubleshooting mission-critical commercial software applications.
Strong understanding of relational databases, networking, server set-up, and administration.
Customer oriented and focused on satisfaction and deliver customer support with excellence and confidence.
BA/BS degree in Computer Science, Computer Engineering, or other technical degrees; equivalent work experience will also be considered.
In depth knowledge of some of the following areas: Windows Server, IIS, AD, Windows security, Web services, XML, HTML, CSS, SQL Server, Oracle DB, Java, Java Script.
Able to prioritize a high-volume workload in a timely manner.
Love tackling the difficult challenges and quickly find the best solution.
Able to multitask and work great under pressure while maintaining an excellent level of service.
Strong analytic and problem solving skills
Excellent English verbal and written communication skills.
Nice to have:
Linux/Unix hands on experience
Experience with Shell scripting
Experience with deployment, configuration and support of J2EE applications
Experience with continuous delivery and build tools (Jenkins, Ant, Maven)
Experience with IBM Cognos BI/Analytics configuration and administration