Technical Support Engineer

The Opportunity

With your experience in web development, and web development applications, assets management software and content delivery applications, join a team of technical experts supporting our strategic customers paying for our premium support services. Key elements of the role involve handling technical issues and ensuring our customers are set-up for success. You will field questions, log and work high priority issues, speak with Customers regularly, and handle customer issues while working with the extended Support team (Support, TAMs and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, troubleshoot customer problems and resolve complex tickets. When vital, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise. Team members will fully detail all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews. The objective of this group is to build memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products.

What you'll Do

As the first point of contact for customer concerns relating to their technical issues, advocate and represent their needs with internal product and engineering teams. Provide timely responses, updates and resolution to technical and product inquiries. Be aware of customer's business priorities and impact, to ensure mitigation and resolution. Understand the customer's business priorities and impact, navigate internal teams on their behalf, and be able to integrate and establish rapport with cross-region customer teams and cultures to build trust.

What you need to succeed

Technology skills - requires strong Java, JavaScript, JEE application servers, databases, and LDAP server technology to support our customer's deployments and instances in development and production. Experience with HTML5, XHTML, HTML, CSS and XML is very beneficial.

Technical Support skills - Proven understanding of performance tuning and optimization, debugging application issues, and knowledge at the API level of 3rd party applications. Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations.

Bachelor's Degree or equivalent experience