Support Engineer

Application Process: It is best to apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume to Ty Kurucz at [email protected] . Please reference Request ID: 2030807– Support Engineer.

Overview

The purpose of this team is supporting engineers serve as frontline technical resources for customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

The day-to-day role will be about providing both technical expertise (either on your own or by involving your colleagues), supporting products and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from peers.

Responsibilities: 
Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity

May install software or perform hardware testing remotely

Enter commands and observe system functioning to verify correct operations and detect errors

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
Qualifications: 
Associate degree in computer related field or equivalent training

Verbal and written communication skills, problem solving skills, customer service and interpersonal skills

Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software

Top “Must Haves” 

Minimum 5+ years experience with Scripting and troubleshooting

Minimum 5+ years experience with Data technology experience, preferably in ADF or SQL

Minimum 3+ years experience with Office suite and Adobe Reader proficiency