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Senior Principal TSA/Principal TSA

Denver
US

ABOUT THE JOB

The Senior Principal Consultant is responsible for delivering quality software support to Software AG engineers/customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction. These individuals may assume some management responsibility within Global Support, while continuing close relationship with the product and customers. The Senior Principal Consultant can resolve moderate to highly complex technical problems related to the Adabas and Natural  product line.

 

Tasks and Responsibilities:

 

ABOUT YOU

Provide professional and prompt technical support for assigned software products. This includes prioritization, analysis, reproducing and resolution of extremely complex problems. Effectively manage (from a technical viewpoint) customer escalations associated with complex problems. Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer. Plans should include notes documenting environment, problem description, analysis, next steps, and solution. Provide on-site support and after hours coverage as required.

 

Academic Degree:

  • Bachelor's Degree / Master in fields such as (but not limited to) Engineering, Business, Finance, Accounting, etc. or equivalent  experience
  • Typically 8+ years of Adabas and Natural product line experience
  • In-depth relevant technical knowledge of Mainframe and LUW
  • In depth understanding of database, application development, or web services.
  • Proven abilities in a customer service or support role (e.g. Help Desk, direct end user contact or support)

 

Professional Experience in year(s): 8

 

Special Knowledge:
Strong understanding of all Adabas and Natural products in his product line and is skilled with in-depth knowledge of at least all core products. Focus on the Adabas and Natural Product line across Mainframe and LUW.

 

IT Skills:

  • Strong complex technical problem-solving ability.
  • Ability to effectively prioritize customer problems and manage multiple requests/expectations at once.
  • Excellent interpersonal and written communications skills.
  • Ability to interact with customers by providing support via phone, web, and email.
  • Proficiency in reviewing source code, using advanced tools, in an effort to troubleshoot issues.
  • In-depth diagnostic and debugging skills

 

Languages: English with Spanish as a plus

 

Additional Requirements/ Soft Skills:

  • Ability to react immediately to real time situations, exercising sound judgment in meeting service expectations of the customer and company. 
  • Ability to effectively prioritize customer problems and manage multiple requests/expectations at once.
  • Recognized as a team member who is actively involved in attacking issues, while maintaining an excellent attitude contributing to the overall high morale of the team.
  • Proven coaching and teaching skills.
  • Strong negotiation skills.

 

WHAT YOU CAN EXPECT

  • Health Insurance starts your first day on the job
  • Three weeks paid vacation & three weeks paid sick leave
  • 10 paid holidays (including a floating holiday and a community service day)
  • 401(k) Plan with up to 5% employer match

 

Software AG is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.

 

Click on the link to view the full EEO statement https://www.softwareag.com/us/images/EEOC_2018_tcm409-175403.pdf

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


Nearest Major Market: Denver

Job Segment: Database, Mainframe, Engineer, Application Developer, Technical Support, Technology, Engineering

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