Senior Product Support Engineer

Newark, DE, 19713

Posted: 03/09/2020 Job Number: rbs-1697

Job Description

 

Summary:  

Responsible for working collaboratively and individually to solve customer issues in a fast paced, ever changing and complex environment. Directly responsible for providing timely responses to customers, supporting all components and processes of new and existing software.  In addition, develops and prepares technical documents for clients regarding SevOne solutions.  Complexity of customer issues cover a broader spectrum at this level as well as completes role independently or with limited oversight.  May provide guidance to less senior Engineers. May be assigned to specific client or client group.

Job Requirements

 

Essential Functions include, but are not limited to the following:

 

  • Provides accurate and efficient support to SevOne customers with software and operating systems by researching and identifying applicable solutions
  • Provides timely and clear communication to customers
  • Confirms and reports defects to development team once applicable analysis has been completed with customer
  • Develops and writes technical documentation for the  Solutions Knowledge Base 
  • Support all components and process of the software
  • Support new and existing client software installations over the phone as well as via WebEx (desktop sharing) within established SLA's and SLO's
  • Responsible for resolving more complex customer issues and seeking resolution and customer satisfaction
  • Applying OS, DB, hardware and product updates to customers
  • Providing guidance and assisting other Product Support Engineers in their duties

Qualification Requirements:

 

Education:    Bachelors or equivalent experience in Computer Information Systems or a closely related field

 

Experience:  

  • 5+ years of professional Linux, MySQL or Networking experience
  • Advanced skillset with Linux OS (file and process management)
  • BASH shell scripting
  • SQL queries (mainly select & join syntax)

 

Skills:

  • Excellent communication skills and strong desire to work with customers (namely network engineers, network managers and server administrators)
  • Exhibit strong logical and analytical problem-solving skills
  • Ability to adapt quickly to changing, growth-oriented environment
  • Exhibit consistent detailed work product results and possess ability to independently see a project through to completion
  • Able to communicate technical information clearly and precisely to customers of varying technical knowledge levels
  • Exhibit initiative with new technical challenges as well as new technologies
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