Technical Customer Support Engineer Courion
THIS JOB HAS EXPIRED Courion is now seeking a Technical Customer Support Engineer to provide technical support for all Courion Corporation software products. The Technical Customer Support Engineer focuses on the direct delivery of Courion support services, while also ensuring that problems/issues are resolved so that customers receive full business value from the products. The Technical Customer Support Engineer is responsible for providing effective and efficient resolutions, ensuring that customers become strong references, as well as maintaining the Courion reputation for dependability and reliability.
Handling support requests/cases that come in via the phone, website and e-mail regarding technical issues for all Courion Corporation software products.
Resolving complex issues in a customer?s production environment using the appropriate resources to report, troubleshoot, diagnose and escalate support calls as needed.
Logging, tracking, and managing the cases in the incident management system, and ensuring that these cases are updated and closed in a timely manner.
Participating in a rotation for on-call after hours and weekend support.
Creating Knowledge Base articles regarding key technical support topics.
Minimum Education: Bachelors? Degree in Computer Science, or other technical discipline preferred
Minimum of 4+ years of technical support experience with an on-premise enterprise software product. Experience with on-premise and SaaS preferred
Exceptional customer relationship skills, technical troubleshooting skills, team-focused, detail-oriented, efficient organization skills, and self-motivated
Working knowledge of Windows-based servers/desktops, Active Directory, LDAP-based directories, IIS, network protocols, web-based applications, web services
Strong database SQL experience in a relational database environment (familiarity with Microsoft SSIS/DTS and/or SSRS preferred)
Familiarity with monitoring and troubleshooting tools
Exposure to XML and XSLT is highly desirable
Developer-background in programming or scripting or QA experience a plus
Software security, SSL and use of encryption/hashing algorithms
Additional preferred domain knowledge:
Account provisioning and password, identity and access management
Enterprise class applications such as Lotus Notes, SAP, PeopleSoft, Oracle eBusiness, UNIX, Linux, mainframes, etc.
Enterprise-wide network topologies, firewalls, load balancers, and heterogeneous environments
Use of virtualization software
Database stored procedures
OLTP and OLAP, big data, analytics, data warehouses
||1881 Worcester Road |
Framingham, MA 01701
THIS JOB HAS EXPIRED