Senior Technical Support Engineer - Zend
Technology Support – Louisville, Colorado
Position Location: Any North American Roque Wave Office, to include Louisville (Denver Metro), CO, Houston, TX, Framingham, MA (Boston Metro), Rochester, NY, Corvallis, OR (between Portland and Eugene) or Ottawa, Ontario
At Rogue Wave Software, we're a trusted partner to Global 2,000 organizations, powering new opportunities and removing risk from strategic initiatives. Our mission is to simplify the hardest problems, improve software quality and security, and shorten the time it takes to deliver value.
Since 1989, our platforms, tools, components, and support have been used across financial services, technology, healthcare, government, entertainment, and manufacturing, to deliver value and reduce risk. From API management, web and mobile, embeddable analytics, static and dynamic analysis to open source support, we have the software essentials to innovate with confidence.
To do that, we need exceptional people on our team.
Position Description:Rogue Wave Software is seeking a Senior Technical Support Engineer to join the Technical Support team. Under remote supervision, this engineer will use their knowledge and skills from previous experience and from on-the-job training to handle technical support issues.
The Senior Technical Support Engineer will be responsible for handling customer requests via e-mail and through the Rogue Wave Support portal and will manage daily communications with customers and field operation teams to provide the technical support required for successful implementation and usage of Zend line of products.
The Senior Technical Support Engineer position requires technical knowledge in the areas of operating systems, web servers and general desktop software. Excellent trouble-shooting and diagnostic skills are essential.
The Senior Technical Support Engineer will be a front-line contact with Rogue Wave's internal and external customers, and must possess very good written and verbal English communication skills. A team player with a positive attitude is essential.
Our employees are those who make it happen. If your skills meet any of the specs below, now is the time to apply to be a part of our passionate team.
Responsibilities:

• Handle multiple customer cases including problem solving and documentation.
• Perform analysis and problem resolution activities for the Zend Server and Zend Studio product lines.
• Maintain contact with the engineering team, sales and product management for ongoing customer issues.
• Support successful installations and deployments of Zend products.
• Support the Zend user community via the Forums and social networks.

Required Technical Experience / Expertise:

• Windows or Linux system administration experience.
• Ability to read and understand PHP, JavaScript and HTML.
• Experience with Apache, IIS or Nginx web servers.
• Basic database administration knowledge.
• Understanding of networks and networking protocols.
• Experience with diagnosing and solving technical problems.
• Fluent English speaking and writing.
• Ability to work both independently and as part of a cross functional team.
• Ability to successfully handle multiple tasks in a dynamic professional environment while under pressure.
• Good communication skills and strong customer service orientation.

Advantages:

• Experience in working with customers as a Technical Support/Sales Engineer.
• Experience working with a geographically dispersed virtual team.
• Good knowledge of PHP and popular frameworks.
• Additional languages (besides English).
• Programming background.

We are an Agile organization, living our values of Integrity, Customer-centric, Humanity, Communication, Teamwork, and Commitment. To be a successful contributor you need to be a team player and willing to handle a wide variety of tasks on a daily basis.
To learn more about Rogue Wave Software visit us at www.roguewave.com.