The Technical Support Engineer (TSE) works as part of a team supporting all internal and external users of products, including key enterprise customers and field staff. The TSE will often need to engage with customers in a consultative manner to resolve complex issues, working in conjunction with engineering and professional services personnel. The TSE is expected to cultivate a deep knowledge of products and third-party technologies typically used by customers. This is not a "call center" or "IT helpdesk" type of position – successful candidates should be capable of driving technical investigations to resolution in a dynamic working environment.
Duties and Responsibilities
• Research, replicate, perform root cause analysis and provide resolution to product issues reported by customer and field personnel.
• Interface with Professional Services, Engineering and QA as necessary to resolve customer issues.
• Maintain history and status of issues in the company's trouble ticketing system.
• Contribute to the improvement of the company's products, documentation, and processes.
• Author technical documents in the company's knowledgebase.
Required Qualifications and Skills
• Bachelor's degree in CS/IT or equivalent experience.
• 2-5 years in a customer-facing technical role (e.g. professional services/consulting, presales engineering, technical support), preferably with large enterprise customers.
• Experience working with a J2EE application server stack (preferably using Jboss).
• Experience with Oracle and Sql Server databases.
• Experience in setting up IIS web server and troubleshooting skills on modern Windows platforms.
• Excellent analytical and problem solving skills with a strong sense of customer commitment.
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