Technical Support Engineer
Technical Support Engineer
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Job Description
Requisition Number:58
Position Title:Director
External Description:
We are looking for a technical support engineer with a proven record of accomplishment in technical field to join our Global Customer Support Organization. As a Support engineer you will provide technical support for all products. You will be responsible for ensuring our customers success and satisfaction with our products and contributing to their longterm loyalty. You will work closely with the rest of the support team QA Engineering Solutions Delivery Sales and Product Management to ensure that we deliver overall superior service and support to our customers.
Our Ideal Candidate
You possess superb communication and customerrelationship skills responsiveness sensitivity diplomacy and are comfortable working both independently and collaboratively. Your advanced problemsolving skills and technical aptitude allows you to adapt to new circumstances and learn quickly when facing new problems and challenges.
Your Responsibilities
- Manage customer support cases on a daily basis including verifying cases isolating and diagnosing the problem and resolving the issue
- Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally this individual will manage communications to customers at all levels to maintain positive relationships.
- Reproduce product behaviors to determine the problem rootcause(s) issue workaround and solutions
- Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying reporting and resolving product defects
- Author edit publish and maintain a knowledge base of known issues/solutions
- Understands impact of work on the feature/product/team
- Guides own work to timely and complete conclusions
- Provide regular reports for management that measure the effectiveness of the technical support function
Your Qualifications
- BE BTech MCA degree or equivalent technical experience
- 24 years of industry experience in supporting mission critical software components
- Experience in debugging / troubleshooting Java code
- Experience in developing XML schemas and / or DTD
- Preferably experience with PowerCenter Data transformation/ DX and/or MFT
- Exposure on Unix/ Linux required
- Must be detailed oriented with excellent communication and customer service skills
- Strong Customer Relations and Support experience; must be comfortable interacting with customers and executives in a professional and welcoming manner
- Strong problem solving skills ability to think about complex problems and come up with creative solutions
City:
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Community / Marketing Title:Technical Support Engineer
Company Profile:
LocationformattedLocationLong:Boston Massachusetts US
CountryEEOTextDescription:
Employment Type
Full Time
