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Job Information
Job title

Tech Support Engineer II

Company Spyglass Staffing Solutions
Wage Not specified
Location United States, Massachusetts, Chelmsford
Employment type Full Time
Education Not Specified
Year Experience 2 - 3 Years of Practical Experience
Travel None
Published on 2/15/2007
Description
SOFTWARE TECH SUPPORT ENGINEER II


Job Description



The Software Technical Support Engineer is primarily responsible for providing technical support and advocacy for our clients customers and partners.


Responsibilities: Must demonstrate in-depth knowledge across all aspects of the product at a functional level as well as operational/technical level. Must demonstrate excellent insight and understanding of underlying components of the product including UNIX and Oracle database layers and to employ these skills to independently troubleshoot complex application problems.


Must demonstrate strong and proactive commitment to customer and partner satisfaction and be able to identify opportunities for improvement and innovation in challenging situations. Must provide expert and definitive representation of the voice of customer on cross-functional teams and support projects efforts by providing assistance with product design, enhancements, integration, and testing.


Must work closely with Engineering, QA, and Product Management towards defining and accepting problem resolutions and advocating customer and partner needs and requirements as part of the process. Must provide client and partner support for mission critical situations including development of action plans, crisis management, and escalation. Must provide leadership within the Technical Support via mentoring, training and transfer-of-knowledge actions to support cross training of entire team. Must develop or enhance standard operating procedures for Technical Support organization related to escalation models, action plans, handshakes with other departments, and customer satisfaction metrics.


Must be willing to work on a shift rotation with a second shift scheduled at 12:00pm ? 8:00pm approximately every six weeks. Must also be willing to perform pager support when required and also willing to function as the backup for the Support manager.


Requirements: Excellent written and oral/telephone communications skills, demonstrated critical thinking and problem solving skills. Demonstrated excellence in leadership, teamwork, and interpersonal relationships along with strong troubleshooting and problem solving skills. Ability to multi-task and work independently in a fast-paced high-pressure environment and provide guidance to others on team.


Must be able to demonstrate working skills in three or more of the following: UNIX, SQL, Windows OS, Visual Basic, .NET, C#, JavaScript, C, C++, Java, Web Servers, and Oracle database management required. Ideal candidate would have prior 3-5 years of experience in software support. Foreign language skills helpful Japanese, Korean, Mandarin. BA/BS degree in Management Information Systems, Computer Science or Engineering or equivalent preferred.


Prior experience supporting complex client/server applications required. Prior experience with Manufacturing or manufacturing Execution Systems, Factory Automation, and/or Enterprise software applications a plus. 3-5 years of experience in customer/software support and client required. Client management experience is key in this position. Supervisory or team lead tech support experience a plus. Experience working with customized programming, use of SQL, manufacturing or other enterprise business solutions experience including implementation and / or support experience a plus. Demonstrated excellence in teamwork and interpersonal relationships. Strong troubleshooting and problem solving skills. Must be able to multi-task and work independently in a fast-paced high-pressure environment.df-tc

Experience/Skills
See above

Other desired skills:
Tech Support Engineer II
This job has expired.