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Sr Technical Support Engineer

Santa Clara
US

Senior Technical Support Engineer

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.

 

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.
  • Effectively manage customer escalations associated with complex problems reported in software AG products to ensure that end result is 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.
  • Root cause analyzes 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 issue 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

 

Requirements  

  • 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

 

 

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 
 

  • Intensive induction program incl. personal support for an optimal start
  • Early assumption of responsibility for a diverse range of tasks
  • Exciting, interdisciplinary assignments with exposure to cutting-edge technologies
  • Stimulating and collegial working atmosphere in a committed, innovative, global team
  • Comprehensive individual training opportunities for your professional and personal development
  • Attractive, performance-oriented compensation package
  • 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  

 

 

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, Technical Support Engineer, Consulting, Engineer, Computer Science, Technology, Engineering