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Senior Technical Support Engineer

Denver
US

 

Senior Technical Support Engineer ($65K-$82k + 10%) P3 Cost Center - 1504000700 A&N Support

 

ABOUT THE POSITION 
 

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. These individuals may assume some management responsibility within Global Support, while continuing close relationship with the product and customers. The Technical Support Engineer can resolve moderate to highly complex technical problems related to the Software AG products within their assigned product line, and across product lines. 
 

Job Description: 
Provide professional and prompt technical support for assigned software products. This includes prioritization, analysis, and resolution of extremely complex problems requiring an in-depth evaluation. 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. 
 
Special Knowledge: 
Understanding of Software AG 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 lines 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 fluency in Spanish 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. 

 

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 relevant product line experience 
• In-depth relevant technical knowledge of z/OS and/or UNIX/Linux operating systems 
• 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)

 

About Us:

Software AG began its journey in 1969, the year that technology helped put a man on the moon and the software industry was born. 

  

We’re passionate about software, passionate about our people, and passionate about using technology to create truly world-class products. 

  

YOU’VE PROBABLY USED OUR SOFTWARE—IF YOU LIVE ON PLANET EARTH 

The name “Software AG” may never appear on your online banking screen, your sweet wrapper or the cup from your barista. You may never see “Software AG” in the movie’s credits, on your mouse or on the side of the plane you just flew —but our software is virtually everywhere. The fact is, leading brands use Software AG technology every day to serve you better.  Leading organizations trust us. One reason: We’re driven by customer success.  We are the pulse that keeps the world living and thriving. 

  

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 

  

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 

http://www.softwareag.com/corporate/images/EEO_Statement_tcm16-130491.pdf 

  

  

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Nearest Major Market: Denver

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