Technical Support Engineer Black Duck Software
THIS JOB HAS EXPIRED Responsibilities:
Provide email/telephone based technical and product usage support to Black Duck enterprise-level customers and evaluators.
Diagnose problems in a 3 tier environment that includes java and browser-based clients, an application server, and a back-end database.
Reproduce product issues for resolution by Engineering.
Provide product usage guidance.
Work with the pre sales team to provide technical support for sales activities where needed.
Proactively provide online content, including solutions to common problems, preventative advice and answers to customer forum questions.
Disseminate potential sales opportunities.
Assist with customer communications including technical product announcements, shipping media, and upgrade recommendations.
Enhance customer satisfaction by timely responses, consistent communications, satisfactorily resolving each case and prompt escalation to support management when needed.
3 or more years of customer technical support experience with enterprise software application products.
Previous experience troubleshooting complex software applications.
Previous experience troubleshooting customer code and providing small code samples.
Strong technical troubleshooting expertise in two or more of the following:
Application Servers, particularly Tomcat
C# or .Net programming
Databases such as postgresql, Oracle, SQL Server
Networking / System Administration
Demonstrated commitment to providing high level customer satisfaction.
Outstanding written and verbal communication skills.
The ability to ask questions, parse answers for facts and effectively provide next steps and action plans.
Must be able to work off-hour shifts and pager shifts on an as needed basis.
Only applicants selected for further consideration will be contacted. No phone calls please. Unfortunately, resumes from third party submissions will not be accepted at this time.
- See more at: http://www.blackducksoftware.com/careers/openings/technical-support-engineer#sthash.JRc4idms.dpuf
||Burlington, MA |
THIS JOB HAS EXPIRED