Technical Support Engineer
We are looking for a Technical Support Engineer to become a part of our team in the following locations:
- Denver, CO, United States
Job Description
The Support Engineer will become a member of the team that helps customers solve technical issues related to the Vendavo pricing and margin management application suite. This is a customer-facing position requiring good communication skills, independent thinking and strong problem-solving skills and the ability to stay organized under continuous workload without discernable project milestones.
Key Responsibilities
The main responsibility of a Support Engineer is to be receptive to customers’ inquiries, problem reports and requests, gather information systematically and efficiently perform root cause analysis, which will lead to the resolution of the issue. In more scenarios, engineers are required to coordinate with colleagues from across the organization, especially the Engineering team, to provide a communication intermediary between customers and developers, advocate customer needs, contribute technical expertise and oversee solution delivery.
Areas of Focus
- Work within the Support team to diagnose, troubleshoot and resolve customer issues
- Provide guidance and assistance on environment configuration, product setup, upgrade paths and available information resources (documentation, knowledge base content creation)
- Cooperate with configuration engineers and engineering teams on reported technical issues
- Guide customers’ IT resources to resolve support cases in an efficient manner that addresses customer concerns and prevents further escalation or exacerbation of existing issues
- Report regular status to customers on request, including scheduled status calls; reporting to management on critical issues, urgent client requests and escalations
Skills Required
- Good English communication skills (both verbal and written)
- Ability to work independently and a sense of individual and team responsibility
- Strong problem solving and troubleshooting skills
- Some experience with Java/J2EE coding and development – ability to read code and understand debug workflows (orientation in object-oriented languages is a plus)
- Knowledge of the following application servers is preferred: JBoss EAP, SAP NetWeaver, WebSphere, WebLogic
- Familiarity with SQL and basic RDBMS concepts, structures and workflows. Knowledge of the Oracle 12c/11g is preferred, as is PL/SQL, DB performance analysis and optimization
- Active experience with version control systems (Git) and optionally related tools (BitBucket, Crucible, SourceTree)
- Knowledge of the following tools is preferred: JIRA, Confluence, Eclipse/IntelliJ IDEA, Splunk, JMeter, GNU Ant, bash/PowerShell scripting
- Knowledge of the Windows server and client platform is preferred (Internet Explorer security concepts and technologies, Microsoft Excel formulas, web queries, pivot tables)
- Customer support experience is preferred
What do we offer
- Working within a team of highly skilled and driven people with a desire to innovate
- Professional and personal trainings
- Flexible working hours, results-oriented workload
- Daily active communication in English with strong emphasis on professional customer relations
- Wonderful atmosphere based on our company culture
- A lot of fun and various company benefits