Sustaining Engineer StrongMail Systems
THIS JOB HAS EXPIRED The position encompasses the technical effort needed to support an in-service system in its operational environment. This effort spans those technical tasks (engineering and logistics investigations and analyses) to ensure continued operation and maintenance of a system with managed (i.e. known) risk. A Sustaining Engineer possesses technical knowledge and problem solving skills to form an efficient bridge between the Technical Support and Engineering departments. This Engineer will be able to analyze incoming high priority issues and, when needed, develop patches to resolve a customer?s highly technical and complex issue in an efficient and responsive manner. Development of a patch requires the use of all phases of the development lifecycle: requirements gathering, architecting, coding, testing, and delivery. The ability to estimate work time and meet client deadlines are required and essential skills for this position. Effective and timely status reporting to the Director of Support is an additional critical facet for success in this role. The Engineer will be asked to fill any free time working on non-priority code development tasks as defined by Director of Support in conjunction with the Director of Engineering.
Problem resolution (65%)
Resolve reported troubles in a timely, professional manner meeting service levels and achieving high customer satisfaction levels.
Research escalated issues (Priority 1) as defined by Director Support.
Create solutions and/or patches for escalated issues, working with engineering when necessary to better understand technical limitations or implementation. Engineer may need to work directly with the customer when appropriate.
Provide product installation, configuration, and design considerations to other Services organizations.
Develop and maintain subject matter expertise on all StrongMail products, services and applications.
Contribute written articles to the technical support knowledge base for customers and internal use.
Contribute to the improvement of products, services and processes.
New code development (15%)
Consult with Product Managers, Lead Software Engineers, and/or Quality Engineers to research and design enhancements to core or integration projects as directed.
Write unit tests for code architected.
Document functionality and design, as necessary, for all new code development.
Status reporting (10%)
Represent the Product Engineering group at Support department meetings as necessary.
Represent the customer?s voice in Engineering project meetings as necessary.
Provide as-needed issue status updates (daily, if necessary) via email.
Special projects (10%)
Assist with company-defined special projects as requested by Vice President of Technical Services.
4+ years development experience in relevant programming technologies (Java, C++, HTML, PHP).
Strong Technical knowledge in SMTP, TCP/IP, DNS, Web Services, XML/XSL, and SQL.
BS Degree in Computer Science related field or equivalent industry experience.
Proficient in LAMP environments.
Proven ability to support and maintain code written by other developers.
In-depth understanding of software development processes and methodologies including their documentation and creation.
Must possess creative and analytical problem solving.
Advanced troubleshooting skills.
Experience designing and executing tests using automated testing tools.
Knowledge and experience with version control and defect tracking systems.
Ability to develop effective solutions that go beyond solving the customer?s reported symptoms and solving the underlying root cause issue(s).
Ability to manage multiple projects simultaneously.
Excellent written, verbal, and interpersonal skills.
||1300 Island Drive |
Redwood City, CA 94065
THIS JOB HAS EXPIRED