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Senior Technical Support Engineer

Denver
US

The Senior Technical Support Engineer 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. The Senior Technical Support Engineer routinely acts independently while researching and developing solutions to customer issues and assists others in problem solving with his/her specialty knowledge.  The Senior Technical Support Engineer completes assigned duties with little direction from management.

 

WHAT YOU WILL DO DAY TO DAY

  • Provide technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of problems of diverse scope requiring an evaluation of identifiable factors.  Exercise judgment within broadly defined procedures to determine techniques for obtaining solutions.
  • Effectively manage customer escalations associated with complex problems reported in software AG products to ensure that the end result is a high level of customer satisfaction.
  • Independently define and drive analysis and research of more difficult technical customer problems. Involve appropriate resources in a manner that conserves staff time and yet provides resolution and consistent customer communication in a timely manner.
  • Perform root cause analysis of technical issues reported by customers by analyzing the diagnostics available, depending on the assigned Software AG product line, such as the product logs, application code, Java thread dump, heap dump, network log & garbage collection logs to provide root cause analysis and solutions for issues related to system memory management, clustering, SMTP, TCP/IP, SNMP, HTTP and HTTPs
  • Validate product bug fixes to ensure regression-free solution and product functioning per specifications
  • Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates. Plans should include Service Request Tracking System notes documenting environment, problem description, analysis, next steps (with task owners and dates), and a comprehensive solution description.
  • Develop and maintain specialized test environments to facilitate the reproduction and verification of solutions to technical problems.
  • Oversee and report on installation testing as these products move through the product release cycle.
  • Collaborate with R&D and other internal stakeholders during product problem resolution cycle.
  • Define and report on product supportability and readiness issues during the product life cycle.
  • Assist in the scheduling of team resources.
  • Identify continuous improvement activities that will enable effective and efficient technical support to our customers.
  • Provide after-hours coverage as needed.
  • Lead in-team training for new products or product releases and develop technical papers.
  • Provide consulting services to peers.
  • Ensure that any solutions that were not found are recommended for publishing to the knowledgebase.
  • Demonstrate initiative in acquiring expertise in two or more product families within or across product lines on multiple platforms, along with supporting technologies. Develop product experience by installing, testing, and using software AG products and attending formal and informal classes

 

WHAT YOU NEED FOR THE JOB  

  • Bachelor’s degree, or foreign equivalent, in Computer Science, Computer/Electronics Engineering, Telecommunications, or a relevant technology-centered field, and 3 years of experience reflecting demonstrable ability in the skill set described above; alternatively, Master’s degree in Computer Science, Computer/Electronics Engineering, Telecommunications, or a relevant technology-centered field, and 1 year of experience reflecting demonstrable ability in the skill set described above (experience may precede degree).
  • Strong coding experience, preferably in Java
  • Knowledge of SQL and relational databases
  • In-depth relevant technical knowledge of multiple platforms.
  • Strong communication skill
  • Aptitude for complex technical problem solving
  • Knowledge of microservices, REST, ESB, SOA preferred

Culture
We have an open-minded culture and many exciting projects where you have the freedom to “be your best you”. You’ll have opportunities for international collaboration on top of a comprehensive training and development program that encourages professional growth. We are in an innovative market and offer future-proof products. Most importantly, an overall a pleasant team-oriented working atmosphere.


This is a fast-paced environment - we are looking for smart, high energy candidates who are driven to make a big impact and who want to work alongside a growing team. We collaborate often so you must be team player! The perfect candidate will thrive on the prospect of taking on new challenges and helping Software AG increase its leadership in the digital transformation marketplace!

 
What to Expect

  • The employees are smart, friendly and welcoming
  • Health Insurance starts your first day on the job
  • 6 weeks of PTO – 3 weeks of vacation and 3 weeks of sick leave
  • 14 paid holidays (including a floating holiday and a community service day)
  • 401(k) Plan with up to 5% employer match
  • Parental Leave
  • Corporate discount purchase programs
  • Group legal plans
  • Pet Insurance
  • And MANY more

It is the policy of the Company that employment decisions shall be based on merit, qualifications, and competence. Employment practices shall not be influenced or affected by virtue of an applicant’s or Employee’s age, race, color, gender, gender identity or expression, genetics, sex, sexual orientation, marital status, pregnancy, national origin, ancestry, religion, disability, protected veteran status and other protected classifications. In addition, it is Company policy to provide an environment that is free of unlawful harassment of any kind, including that which is sexual, age-related, or ethnic. This policy governs all aspects of employment, promotion, assignment, discharge, and other terms and conditions of employment.

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.It is the policy of the Company that employment decisions shall be based on merit, qualifications, and competence. Employment practices shall not be influenced or affected by virtue of an applicant’s or Employee’s age, race, color, gender, gender identity or expression, genetics, sex, sexual orientation, marital status, pregnancy, national origin, ancestry, religion, disability, protected veteran status and other protected classifications. In addition, it is Company policy to provide an environment that is free of unlawful harassment of any kind, including that which is sexual, age-related, or ethnic. This policy governs all aspects of employment, promotion, assignment, discharge, and other terms and conditions of employment.

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