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Sr. Support Engineer

Orlando, FL
Mar 12, 2012
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DescriptionSupport Engineers are the first point of contact for customers who have purchased our products. These individuals are customer-oriented and capable of answering a wide variety of technical questions related to company's business intelligence and data integration products.


Providing general product information, installation and configuration support (L1 support)
Interviewing customer and partner support contacts to collect all relevant technical information required to diagnose a problem (L2 support)
Communicating effectively with our Engineering and Product Management teams to reproduce, resolve and document support cases (L2 support)
Maintaining an accurate and complete description of cases managed through company's case tracking system (
Contributing knowledge on a regular basis to our Knowledge Base
Optionally, the position allows individuals to expand their skills beyond traditional product support tasks by learning to provide remote consulting assistance and onsite / web-based training.

The right candidate for this position enjoys providing support to other IT professionals in a fast-paced environment with lots of technical variety. Preference will be given to candidates who have the interest and ability to travel regionally (up to 2 weeks per quarter) to deliver training to customers and prospects.

Personal Skills:

Outgoing with a service-oriented perspective
Excellent listening, speaking and writing skills
Ability to systematically assess and accurately diagnose software-related problems (both individually and within a team setting)
Ability to work efficiently on multiple active support cases
Ability to learn our new products and technical environments
Foreign language skills (Spanish, Portuguese, French, German) are a plus

Technical Background:

Significant prior experience (6+ years) installing, administering and maintaining computer systems and applications in an enterprise IT environment
Solid knowledge of core infrastructure technologies including operating systems (Linux, Windows, Solaris), application servers (e.g. Tomcat, JBoss, Websphere, Weblogic), relational databases (e.g. Oracle, MySQL) and networking (HTTP/SSL)
Practical working knowledge of web application development tools and components including XML, JSP, HTML, JDBC/JNDI, SQL and shell scripting
Business intelligence background (Reporting, ETL and/or OLAP)
Experience with security systems and LDAP

Educational Background:

B.A. or B.S. Degree from an accredited university (may substitute an Associates degree plus 4 additional years of experience)
Major or minor in computer science or MIS a plus
Professional technical certifications a plus
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