Job Description

JOB DESCRIPTION Developer II- Software Engineering Software Support Engineer Provide SW Support for Client products installed at customer sites around the world. Work with global support functions, R&D , HW and Application teams to make sure tools function as designed. . Function as a technical support Tier for SW issues- Contain all field SW escalations that dont require code changes- Independently resolve customer complex issues by analyzing product and systematic issues (SW, IT, databases)- Provide troubleshooting plans and technical solutions- Reproduce customer issues, find root cause- Proactively identify points of failure, and drive for resolution. Involvement in new SW development- Take part in SW development road map milestones, new features reviews and demos- Provide support-related inputs to be included in next versions- Participate in new products introduction. On-site Projects:- Perform new installations/SW upgrades- Troubleshoot complex cases and support local teams.. Support Infrastructure:- Develop training programs for field engineers- Proactively drive support-related features development- Initiate Support-related Specs, improvements, utilities- Document solutions, procedures, best known methods Skills Required: Experience of directly supporting enterprise-level customers. At least 3 years experience in Technical Support or a position of similar as Tier 3 Excellent time management, decision making, prioritization and organization skills. Proven experience in learning and understanding multi-disciplinary, large scale systems Willingness to work off hours and weekends Team player with fantastic communication and collaboration skills Excellent English verbal and written Proven experience with Microsoft Linux operating systems. Willingness to travel up to 20% Required education: Bachelor / masters degree in computer science and / or engineering and/or other technical degree

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