Senior Technical Support Engineer Axeda Corporation
Axeda seeking a technically proficient Senior Technical Support Engineer to join our highly motivated
team of Tier 1 and Tier 2 Technical Support Engineers.
Axeda Corporation is at the center of the machine to machine emerging market also known as the internet of things. With over 1.3 million connected devices, Axeda is the market leader enabling M2M and Internet of Things application development across many different industries. Axeda customers include Fortune 1000 companies who will look to you for technical leadership to troubleshoot issues, determine root cause and development of acceptable workarounds.
Do you thrive in a technically demanding and fast paced environment? Are you a quick study and able to concisely and accurately describe technical details to peers, managers and customers alike? Do you enjoy the reward of solving customer reported problems while at the same time fostering the technical development of a talented, up and coming team of engineers?
This is no ordinary technical support job.
developer.axeda.com to register and learn more about Axeda?s M2M developer platform. If you like what you see there, let?s talk!
What you?ll be doing
Provide excellent support and customer assistance while troubleshooting and technical issues via phone, web based tools and email
Drive the resolution of customer issues by working to define and diagnose issues by applying technical expertise, product knowledge, communication and problem solving skills
Prioritize issues of varying severity, and effectively manage the resolution or escalation of all issues within accepted service levels
Appropriately update both customer and Axeda team with current status of all issues on a timely basis
Advise customers regarding the product's proper use and address specific user issues
Develop customer-facing documentation and knowledge base articles for both customer base and internal support use
Conduct root cause analysis that will lead to effective problem solving
Interface with R&D and Product Management teams to escalate cases that have significant business impact to the customer and/or Axeda
Work closely with other groups including R&D to implement enhancements that improve product reliability and serviceability
Serve as a mentor to the support team, sharing knowledge and assisting others in learning how to find the right solution for our customers
Essential Education and Experience
BS/CS degree or similar degree or equivalent experience
A firm grasp of multi-tiered application and programming concepts
Minimum of 8 years of experience troubleshooting Internet Technologies such as JBoss, Tomcat, Apache Web Servers, and Linux
Minimum of 8 years of experience troubleshooting issues related to network connectivity, web services, SOAP, REST, HTML
Minimum of 8 years of database experience, Oracle preferred
Recent hands-on experience with one or more of the following latest technologies: Red Hat RHEL 6.4, JBoss 6.0.1 EAP, Java JDK 1.7, Apache ActiveMQ 5.3.2 and 5.8, Active Directory 2008 and 2012, 389 Directory Server
Fortune 1000 customer facing experience is preferred
Salesforce.com experience with cases and solutions a plus
Experience with Wireshark is preferred
Essential Skills and Requirements
Programming skills in several languages and the desire to learn other languages
Superior and confident communication skills with a strong ability to articulate technical concepts accurately and concisely to a wide variety of audiences including team members, technologists, executives and customers
Sound judgment when prioritizing tasks in support case queue
A sense of urgency to serve and contribute to customer success with a team and whatever it takes positive attitude
Professionalism, cool under pressure and strong work ethic
Availability to be on call or backup team members who are on call
Pride and a sense of reward in solving problems and making customers successful
Courteous and respectful phone, email and in-person manner always
Availability to be on call 24x7 for one week 2 to 3 weeks per quarter - as the team grows, the number of times one must be on call will be reduced
||Foxboro, MA |