Senior Technical Support Engineer EMN8
Location: San Diego, CADepartment: Technical ServicesType: Full TimeMin. Experience: Experienced
TILLSTER, INC., Inc. is an innovative, world-class global provider of self-service user experiences and business solutions. TILLSTER, INC. designs and develops transactional engagement platforms that develop personal relationships between companies and their customers. Its transactional engagement platforms enable clients to create personalized interactions based on consumer preferences, language, and currency. The company offers various solutions that connect across multiple touch points integrating mobile, online, kiosk, digital signage, and call centers. Customized technology that drives transactions and maximizes the power of one-to-one marketing, which enables companies to personally engage customers, and foster brand loyalty that results in a healthier bottom line.
We are seeking experienced Senior Technical Support Engineers for our Technical Support Organization based in San Diego. Are you an experienced in POS integration technologies for cloud based ecommerce platforms and self-service ordering systems? Speak Java, REDHat, SQL, SPLUNK? Like to play with mobile apps with debug on? This is no ordinary product, team or customer support job. We are serve a global community representing some of the largest brands in the world. Apply now and let?s talk!
TILLSTER, INC has a We are committed to investing in the success of both our customer and partners. Successful candidates will be an organized professional with a can-do, whatever-it-takes attitude. The right candidate must feed on the challenges and urgency needed to serve and contribute to company?s strategic goals and customer success and be a team player who has the ability to multitask between multiple priorities in a fast paced environment. This service oriented technology key player will have extensive experience supporting complex software and hardware products and services using the latest technologies and enjoy providing technical bulletins, feedback and coach the rest of the team on the lessons learned. Our next Senior Technical Support Engineer will have the appetite and initiative to learn new technologies and products quickly, take pride and a sense of reward in solving problems and master what is necessary to provide superior support.
-- Occasional travel to customer sites may be required.
BS/CS degree or similar degree or equivalent experience
7+ years of technology support and customer service experience in an escalation support role
5+ years of experience troubleshooting Internet Technologies such as JMS, Tomcat, Apache Web Servers, and Linux, Windows Platforms
5+ years of experience troubleshooting issues related to network connectivity, web services, SOAP, REST, HTML
5+ POS Interface, configuration management and support experience such as Micros, Xpient, Par, Sicom, Aloha/Radiant platforms.
Understanding of network protocol layers, security layers and domain models. Strong technical and analytical skills experience with TCP/IP Network and wireless solutions and troubleshooting tools like Wireshark
MCP, A+, N+ certifications; Cisco certified a plus (CCNA level or similar experience)
Database (SQL, RDBMS) knowledge and experience; Microsoft COM, SQL scripting
Excellent oral and written communication skills
Salesforce.com experience or similar CRM platform experience a plus
Project management experience a plus
Bilingual in Spanish and English a plus
A firm grasp of multi-tiered application and programming concepts
Troubleshoot and analyze complex networks with protocols and mixed media.
Experience with API integration and POS adaptor interface and configuration requirements
Sound judgment when prioritizing activities in support case queue
Professionalism, cool under pressure and strong work ethic
Availability to be on call or backup team members who are on call
Excellent team player and team leader.
Familiarity with Authentication Technologies: LDAP, Kerberos, SSL
Ability to make configuration or code changes, analyze log files, write
scripts and debuggers to aid in problem resolution, and make re-usable as
Excellent time management skills
Excellent communication skills, both written and verbal
Able to work with minimal supervision.
Provide Tier 3 escalation support for all Tillster product suite and its underlying technologies to support to customers in a wide variety of industries.
Review escalated CASE problem logs, identifying recurring problems and keep customer updated on issue status.
Communication skills with a ability to articulate technical concepts accurately and concisely to a wide variety of audiences including team members, technologists, executives and customers.
Provide assistance with troubleshooting, diagnostic path and knowledgebase development and coaching to support team members.
Assist and support introduction of new product integration efforts and team training.
Work through escalated support CASEs and collaborate with Engineering and other teams to prioritize, resolve customer issues.
Provide reports and document status of projects and open issues on a weekly basis.
Work with product development to assess product alterations, contribute to long term solutions, & improve design quality and product performance and tools.
Communicate requirements regarding product defects, enhancements, administrative and support tools.
Contribute to research and growth of the Support Knowledge Base by creating customer-facing documentation of all technical solutions and product documentation addendums.
Ability to work independently, learn quickly and be proactive
Ability to be available for a 7x24 on-call rotation or 3rd shift to support international customers.
Physical Demands: This job requires no extraordinary physical demands.
Reasonable accommodations may be made to enable individuals with disabilities to perform the job described.
||10070 Mesa Rim Road |
San Diego, CA 92121