Senior Technical Support Engineer Rivermine Software

Description

The successful candidate is required to support the Emptoris suite of sourcing, contracts and procurement applications. S/he will work closely with other team members, business units, and development staff to provide production support for Emptoris' platform. This position requires an individual that is a team player that can contribute ideas or solutions to support Emptoris' customers. The successful candidate is required to be detail oriented, communicative and must have prior problem management experience working with external customers. This is an environment that requires a self-starter who is highly motivated with new challenges. The successful candidate must be dynamic, flexible, have excellent verbal and written skills.

Responsibilities:

The Senior Technical Support Engineer's primary responsibility is application support and troubleshooting. The successful candidate will need to recreate customer issues, work with the rest of the support team and development staff to resolve the issue and follow the issue through to resolution. S/he is also responsible for working with the customer to prioritize issue resolutions.

Requirements:

? Experience supporting a web based software application
? Strong interpersonal and organizational skills
? Excellent verbal and written communication skills
? Dynamic, flexible and detail oriented
? Ability to work closely with team members, customers and vendors
? Understanding of web technology
? Weblogic, Websphere or other J2EE application support a big plus
? Working knowledge of TCP/IP, SMTP, HTTP Compression, and SSL are a plus
? Experience with W2K, IIS, MSSQL, Linux and Oracle are a big plus
? Experience managing critical accounts
? Ability to manage customers
? External customer support experience, not internal help desk experience
? Ability to manage escalated situations while on-site. On-site travel is the exception for truly critical situations, probably 2-5 % of the time.
? Senior support engineer who can mentor junior support engineers on process, product and technology
? Experience working directly with engineering and QA on escalated issues

Qualifications
? Technical or business degree or diploma (BCS, BE, ME, etc.)
? Excellent written and spoken English skills
? Ability to prioritize and manage multiple tasks
? Strong analytic skills
? Familiar with support processes and workflows

Location:	Burlington, MA United States