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Technical Support Engineer

Orlando, FL
Mar 12, 2012
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DescriptionAs a customer champion you are the primary point of contact for our customers and partners. In this role you would be directly responsible for customers' success using our products and services. Working closely with others teams within our company such as QA, Engineering, Professional Services, Developer Support and Sales, you get to routinely delight and exceed customer expectations.

Your Responsibilities:

Manage customer cases on product installation, configuration and troubleshooting
Collect and document all information required to diagnose and resolve reported problems
Ensure all cases are resolved or escalated to appropriate resources in a timely fashion
Assist our Engineering and Product Management teams by filing thorough defect reports and verify resolution once a defect is fixed
Author articles on the Knowledgebase regularly on known issues and solutions
Participate and contribute in Support forums and other medium, as requested by the management

Your skills and background:

Excellent listening and communication skills
Able to work efficiently on multiple active support cases
Excellent analytical, debugging and problem-solving skills
Eager to learn our new and other third-party products / technical environments
2+ years experience in an enterprise IT environment, providing Technical Support
Hands-on knowledge of one or more of the 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) or aptitude to become an expert in these subject areas very quickly

Required educational qualifications:

Bachelors Degree from an accredited university
Major or minor in Computer Science or Information Systems a plus
Professional technical certifications a plus
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