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Associate Technical Support Engineer

Santa Clara
US

ABOUT THE POSITION

The Technical Support Engineer (TSE) 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 TSE can independently handle moderately complex technical problems in his area of product expertise, and can develop solutions through research, collaboration or problem replication. He works with general guidance from senior engineers and management, and in some areas may work independently.

  • Software problem analysis, investigation, problem reproduction and resolution of Service Requests (SRs) submitted by SoftwareAG developers/customers and partners
  • Analyzing stack traces, core dumps, debugging complex JVM memory issues, troubleshooting network and database related issues
  • Occasionally perusing product source code to understand and troubleshoot product defects
  • Regular communication of issue status to SR contacts
  • Creating and maintaining product defect (Trax) tickets with Product Development on behalf of customer issues
  • Periodic SR summaries and participation in conference calls for customers with high-priority issues
  • Assisting other engineers, based on technical ability, on their SRs
  • Reviewing internal e-mail aliases and providing answers to questions asked by engineering colleagues
  • Attendance at regularly scheduled training events and 'transfer-of-information' sessions with Product Development
  • Attendance and participation at regular departmental meetings
  • Participating in SoftwareAG all-team calls, surveys, interviews, and other internal responsibilities
  • Writing and/or reviewing technical articles, samples and FAQs for customer extranet web site
  • Conducting personal research, learning, and experimentation in order to improve technical skills on the SoftwareAG product line and related technologies

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: San Jose
Nearest Secondary Market: Palo Alto

Job Segment: Technical Support, Engineer, Product Development, Database, Technology, Engineering, Research