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The Senior Support Engineer will directly support a complex enterprise software product for both hosted and site licensed customers around the world. This position also adds value by assuring that knowledge, skills and experience about DC products are disseminated throughout the organization in a way that produces a better product and highly satisfied customers.
Provides technical support to administrators of Primus products, both customers and internal
Shares product knowledge with company via knowledge management tools
Identifies and escalates product quality issues
Works directly with DC dev team to understand product changes and to help communicate product defects to QA and support teams
Works directly with DC hosting team to support customer issues and gather product defects and requirements
Coordinates with Support, QA, Hosting, Dev and Consulting to communicate and resolve issues
Minimum 5 years software development industry experience
Minimum 2 years enterprise software technical support experience
Strong understanding of J2EE software platforms
Strong understanding of win32 and Solaris platforms, IIS and Netscape Web Servers and Netscape and Internet Explorer browsers
Easily understands new technologies and product functionalities
Strong fundamental understanding of database application including sql query and data structures
Strong understanding of enterprise software in multi-tier environments
Ability to work independently and communicate to multiple reports
Ability to schedule and prioritize assigned tasks
Requires excellent verbal & written communication skills, problem solving and conflict resolution skills.
Ability to work effectively in a fast paced environment with constantly shifting priorities
Job location is Washington, DC
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Senior Support Engineer
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