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Senior Technical Support Engineer

Reston
US

Senior Technical Services Engineer

Reston, Virginia

 

ABOUT THE JOB

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

 

 

Essential Job Functions 

 

  • 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 generally defined procedures to determine techniques for obtaining solutions. End result should be high level of customer satisfaction.
  • Effectively manage customer escalations associated with complex problems reported in Software AG products to ensure that end result is high level of customer satisifaction 
  • Provide consulting services to peers.
  • 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.
  • Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledgebase.
  • Consistently instruct internal and external customers on resources available for self-service (e.g. eService).
  • Demonstrate initiative in acquiring product skills 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 products and attending formal and informal classes.
  • Identify continuous improvement activities that will allow us to be more effective and efficient in providing service to our customers.
  • Provide after-hours coverage as needed.
  • Identify team training requirements based on staff feedback.

 

ABOUT YOU

Skills

  • Proven strong complex technical problem-solving ability
  • Ready to constantly develop his / her skills, qualifications, knowledge and soft skills (learning orientation)
  • Understanding of all Software AG products in his product line and is generally skilled with in-depth knowledge of multiple core products
  • 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
  • Excellent interpersonal and written communications skills. Continue to develop professional, interpersonal and customer relations’ skills
  • Ability to interact with customers by providing support via phone, web, and email; as well as team-oriented interaction with all Support teams, field, and operational organizations
  • Strong diagnostic and debugging skills

 

 

Education and Experience

 

  • Bachelor’s Degree or higher in fields such as Computer Science, Computer Engineering or equivalent experience
  • Typically 3-7 years of relevant experience
  • Strong coding experience, preferably in Java, knowledge of SQL and relational databases, experience with diverse operating systems, unix preferred
  • Strong communication skills
  • Aptitude for complex technical problem solving

 

WHAT YOU CAN EXPECT

  • The employees are smart, friendly and welcoming
  • Free underground parking – never get wet or shovel snow
  • 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
  • Business Casual office
  • Kitchen on every floor with cable TV – also, subsidized snacks & cold drinks

 

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: Washington DC

Job Segment: Technical Support, Engineer, Consulting, Computer Science, Database, Technology, Engineering