Professional Services Support Engineer
The candidate will take responsibility for handling first level support initially and rapidly the second level of support. As an experienced engineer, the candidate will respond to the hot line, work with customers or partners, register the incidents according the Atempo process and ensure that the incidents are solved in the most efficient way. The resolution of customer requests will privilege direct feedback; for more involved questions, the candidate will investigate the cause of the problem, will reproduce the problem to the extent possible, and will present all technical information to the second level or 3rd level of support. To increase support effectiveness with large accounts, the candidate will serve as a technical account manager and will anticipate customers' needs.
In his/her duties, the candidate will be evaluated on customer satisfaction and on the innovative actions that will be put in place in the incident life cycle process. As a first hand witness of customers' experience, the feedback that he/she will bring to product enhancements will represent one very critical activity; the candidate should synthesize and communicate in writing and through oral presentation the precise areas of the product that are causing the most frequent requests.
The candidate is a self starter, working under minimal guidance and is quick in identifying and prioritizing the level of the customer requests. He/she takes advantage of the existing database of incidents, is a rapid learner of the technical documents available on the company Intranet, and is used to dealing with complex environments. He/she will rapidly become an expert of the Atempo's products.
The candidate is used to work with the sales, QA and engineering teams.
Travel required: 25% maximum
English speaking: fluent
BS or BA in appropriate discipline
5-8 years of support experience (developer experience is a plus)
Knowledgeable in UNIX, Linux and Windows
Understanding of the backups/restore issues
Very familiar with system administration tasks
Knowledge of applications such as Oracle, SQL, MS Exchange or Lotus Notes is a plus
Very good communication skills
Able to work under pressure
Very thorough in the analysis and follow-up of incidents reported by customers
Ability of leverage existing processes and propose enhancements for reaching higher levels of efficiency
Experience in multicultural environment is a plus