Support Engineer

This SUPPORT ENGINEER position is responsible for providing Front End technical support to customers by providing solutions to most product usability and functionality questions, including performing minor replications to deliver quality and customer satisfaction.

KEY RESPONSIBILITIES

- Take ownership of technical customer requests and provide support for a product or product line using telephone and web-based solutions.
- Research and resolve all functionality and usability related issues; identify and direct complex or high impact issues to senior staff for resolution.
- Manage own time to appropriately prioritize assigned workload and backlog, escalate issues to next level according to product line procedures.
- Perform troubleshooting steps to recreate minor customer issues on approved test systems.
- Understand and accurately document complex product questions; determine the appropriate process to progress the issue to resolution.
- Maintain knowledge of support policies, procedures and systems; determine appropriate actions in line with Technical Support Handbook guidelines.
- Use the appropriate call tracking and other technical support systems to identify fixes, investigate customer problems, answer common questions, check entitlement, keep issues up to date and correctly documented.
- Update existing knowledge documentation and creating quality knowledge base documents.
- Promote the use of customer self-support tools by demonstrating functionality and effectiveness to customers.
- Make decisions independently on a daily basis.
- Role typically has a global geographic focus.
- Business travel of approximately 10 or less percent yearly is expected for this position.

QUALIFICATIONS/COMPETENCIES

- Bachelor's Degree or global equivalent in Computer Science or related discipline
- 12 to 36 months of experience in a related field
- Ability to demonstrate customer service skills
- Ticketing system experience a plus
- Knowledge of Network Admin and Unix preferred
- Good communication skills
- Ability to perform troubleshooting and analytical skills
- Possess good teamwork skills
- Ability to coordinate high pressure situations by involving the appropriate resources as necessary
- Some evaluation, originality and ingenuity required
- Ambition and a great attitude

CERTIFICATIONS

- Appropriate certifications such as 100 level Top Gun (or equivalent)
- Product or product line relevant OEM product certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc) preferred