Technical Support Engineer at Jaspersoft in San Francisco, CA Jaspersoft

Flexible schedule to accommodate US and Asia Pacific business hours

Position Summary

Jaspersoft is seeking a talented troubleshooter with excellent communication skills. This is a hands-on support position focused on assisting customers with technical issue resolution and advice.

This individual will interact directly with customers to quickly troubleshoot mission critical issues, document product enhancements or defects, and explain best practices for implementation and usage of Jaspersoft products. Also, you will contribute valuable information to our growing self-service knowledge repositories. In addition, this individual will assist in identifying opportunities to increase the efficiency and effectiveness of the Technical Support team.

As a leading open source software company, Jaspersoft relies on the excellence of our support and services. We strive to innovate, and break the boundaries of traditional “support†to develop a leading model for Technical Support. . In recent years, Gartner (a market research company) has ranked Jaspersoft as high as #1 in customer support among Business Intelligence vendors â€" the individual filling this role will work within the Technical Support team to ensure that we continue this tradition of excellence.

Essential Functions

• Manage customer issues related to the installation, configuration, and implementation of Jaspersoft products on a timely basis , provide effective and clear communication, and establish appropriate expectations with clients
  
  • NOTE: Most issues are logged via Web and Email (written)
• Log defects and enhancement requests on behalf of customers
• Write and review technical knowledge base articles, solutions, FAQs, examples, and how-to's for publication to a customer and company knowledge system
• Assist in the build-out of common server and database platforms for use in daily troubleshooting and testing associated with customer cases (via virtualization tools)

Job Requirements

• Professional experience troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, web services, and/or big data back end systems
• Broad experience across the following technologies:
  
  • Java and Java Frameworks such as Spring, Hibernate, and Spring Security (formerly Acegi)
  • Operating Systems such as Linux, Unix, Windows, and AIX
  • Various databases including MySQL, Oracle, SQLServer, and/or PostreSQL
  • Popular application servers including Tomcat, JBoss, WebSphere, Weblogic, and GlassFish
  • Client-side web technologies like JavaScript and CSS
• The ability to learn quickly
• Excellent problem investigation and solving skills
• Excellent communication (verbal and written) and customer management skills
• Ability to empathize and interact effectively with demanding enterprise accounts
• Exceptional ability to discern between an enhancement and a defect, and respond appropriately
• Strong time management skills

Other Knowledge, Skills, and Abilities

• Fluency in multiple languages (English, plus French, German, and/or Spanish) a plus
• Experience with Salesforce.com a plus
• Experience with REST, web services, SOAP, and diagnostic clients used to troubleshoot web-based APIs a plus
• Experience deploying Business Intelligence (BI) related software and building reports within BI related software a strong plus
• Experience with open source software solutions

Success Factors

• A passion for exploring exciting new technologies
• Timeliness: a sense of urgency when interacting with customers
• Proven ability to manage customer expectations
• Integrity, and a desire to honor all commitments
• A drive to achieve new and great things, and contribute to Jaspersoft's success through the success of our customers and our team
• An understanding of the importance and value of maintaining a collaborative environment, sharing knowledge with customers and peers, etc.
• Ability to multi-task, effectively “switch gearsâ€, and manage multiple issues, actions, and time-critical tasks
• Exceptional motivation
• Resourcefulness
• Unwavering attention to detail