EMS Software is seeking a leader in providing an extraordinary customer support experience through rapid, accurate technical assistance and responses to the most complicated and highest priority support requests. This is a highly technical role and the Enterprise Support Engineer is viewed as a trusted adviser by our customers and support team members. This role acts as an escalation path and generously advances the knowledge of the support team. A high degree of creativity, judgement and latitude is expected. This role will frequently direct the work of others, both internally and with external customers. The incumbent in this position will provide product insight and analysis to increase the efficiency and effectiveness of the support department as well as establish a strong relationship with strategic customers.

RESPONSIBILITIES: 

• Accepts responsibility for the resolution of the most complicated and highest priority application and environmental issues. Creatively devise reasonable workarounds for undesirable results, if possible.
• Respond to internal case escalations coming from within the support team as well as Prof. Services team with advanced troubleshooting, providing solutions, techniques and direction to complicated issues. Provide accurate suggestions for “next best troubleshooting steps”.
• Constantly seeks to review and learn from each closed Engineering escalation, seeking to eliminate non-code escalations to Engineering
• Write technical articles, develop SQL scripts and tutorials on some of the basic to intermediate level uses cases using our API’s and Platform Services.
• Act as a Subject Matter Expert for Advanced EMS Features such as our APIs, Platform Services, Skype Integration, Mobile App integration, Exchange Integration, HR Toolkit & SQL Database Optimization techniques so as to be able to perform troubleshooting sessions with customers and internal stakeholders.
• Resolves complex environmental issues for large enterprise customers related to authentication, firewalls, networking, mobile app deployment & system performance.
• Monitor trending technical support issues and occurrence rates to identify issue patterns. Alerts manager to any spikes or urgent product issues.
• Diagnose code samples from customers for advanced testing purposes to identify issues and document them completely prior to internal escalation.
• Support large enterprise customers as they develop customized use cases for the core EMS products and services.
• Proactively test new feature releases, inclusive of complex areas of API and integration to provide feedback for product improvement.
• Documents solutions as knowledge base articles for future reference for support staff and customer FAQ’s.
• Must be flexible to work weekends, off hours or holidays per business needs. 

QUALIFICATIONS:

• 8+ years of experience in technical support with an enterprise application or 5+ years as a Software Quality Engineer.
• 4+ years of experience in advanced troubleshooting of technical solutions with technologies including SQL Server, IIS, Web Services, API and MS Exchange or equivalent experience in similar technologies.
• Strong understanding and experience with enterprise applications, including performance, interaction, and conflict/troubleshooting, with an in-depth understanding of server operating systems such as Windows
• Proven troubleshooting experience with common identity management solutions and authentication strategies including LDAP, ADFS, SAML, OpenID, CAS & Shibboleth.
• Troubleshooting knowledge around enterprise scale environments for Networking, Load Balancing, Firewall & Proxy
• Strong understanding or experience with SMTP or in-depth experience with Microsoft Exchange.
• Excellent verbal, written and interpersonal communication skills: You will be writing, presenting to and speaking with customers and product engineering colleagues regularly.
• Great debugging skills: You will be identifying why applications aren’t working, often with limited information.
• Ability to analyze customer’s EMS architecture and configuration to provide recommendations that meet their business needs and expected outcomes in a scalable, sustainable solution.
• Experience in providing developer support is a big plus.

EMS Software is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status. We are committed to hiring a diverse and talented workforce, supporting integrity in the workplace and an entrepreneurial atmosphere.