Senior Support Consultant Terracotta
THIS JOB HAS EXPIRED The Sr. Support Consultant is responsible for delivering quality software support to Terracotta customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction. The Consultant can independently handle complex technical problems in his/her area of product expertise, and can develop solutions through research, collaboration or problem replication. This is a senior role and the consultant is expected to own customer issues completely from beginning to end, and to operate at both a deep technical level, as well as customer relationship level.
Essential Job Functions
Provide professional, courteous and prompt technical support for assigned software products. This includes problem prioritization, analysis, and resolution for issues requiring a review of relevant factors. Exercise judgment within defined procedures to determine appropriate action. End result should be a high level of customer satisfaction.
Independently conduct analysis and research of technical customer problems. Involve more senior personnel in a manner that conserves staff time and yet provides resolution and consistent customer communication in a timely manner.
Have a troubleshooting plan in place for each request and communicate progress against the plan to the customer via regular status updates. Plans should include Request Tracking System notes documenting environment, problem description, analysis, next steps and solution description.
Ensure that relevant solutions are recommended for publishing to the knowledgebase.
Demonstrate initiative in acquiring product skills, and develop product experience by installing, testing and using software products and attending formal and informal training sessions.
Identify continuous improvement activities that will allow us to be more effective and efficient in providing service to our customers.
Provide after hours coverage as required.
Proven technical problem-solving ability, specifically on the Java platform.
Proficient with intermediate-level Java programming.
Basic scripting skills.
Inclination toward continuous learning, interest in enhancing skills and knowledge as the products and processes evolve.
Ability to effectively prioritize customer problems and manage multiple requests/expectations at once.
Excellent interpersonal and written communications skills. Focus on developing customer relationships.
Ability to effectively interact with customers by via phone, web, and email; as well as team-oriented interaction with Support colleagues, and counterparts in field and engineering teams.
Strong diagnostic and debugging skills.
5+ years of relevant IT experience in a development, operations, and/or support role, working with Java-based platforms and solutions.
Experience with multiple platforms, specifically Linux and Windows.
Experience with customer-facing service, consulting or support roles preferred.
Strong knowledge of modern Java technologies preferred, such as: object-relational mapping (e.g. Hibernate), dependency injection (e.g. Spring), Lucene.
Tuning experience within a complex multi-JVM cluster (garbage collection, disk I/O characteristics, distributed locking) strongly desired.
Installation, configuration, and management of commercial and open-source Java application servers such as Tomcat, Websphere, WebLogic, JBoss, Glassfish, Resin, Jetty.
Familiarity with distributed cache technologies, map-reduce frameworks, distributed locking and grid technology is a strong plus.
Knowledge of Linux and/or Solaris system administration and knowledge of the networking tier is also a strong plus.
Experience conducting benchmarks a plus.
Working knowledge of database architectures and SQL strong plus.
Bachelor's Degree in technical or business-related fields, or equivalent experience.
||650 Townsend Street |
San Francisco, CA 94103
THIS JOB HAS EXPIRED