Entry Level Customer Support Engineer

Bedford, MA, United States
Main Location
Hopkinton, MA, United States
Open jobs
  • Applies advanced systems level technical expertise to resolve highly complex systems level customer issues. Uses independent judgment to accomplish objectives. Accepts escalations from other technical team members as a subject matter expert. Works closely with Engineering, Professional Services and other technical business units geographically located in EMEA, APJ and US to increase knowledge and resolve customer issues. Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements. Engineers provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures.  Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues. Develops broad knowledge of the organization's mission and strategy and relates it to day-to-day issues. Challenges existing processes based on industry best practices, enhances these for the benefit of all.
  • Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Identifies, documents and escalates customer issues to senior resources.
  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. Contributes to centralized problem identification and resolution database by creating knowledge base articles as needed.
  • Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action.
  • Monitors and tracks its service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
  • Validates technical information and issues early warnings and disseminates information as needed. As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required
  • Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database. EMC Proven Professional Certification desired.
  • Should understand customer systems, environment, configuration, and be able to duplicate reported problems if necessary or possible, analyze problems, identify user/configuration errors, or identify defects in the product and recommend workarounds and solutions.
  • Strong understanding and knowledge of Java programming concepts, SQL, as well as web based applications and technologies.
  • Experience with deployed environments Java/J2EE, Oracle and SQL database systems running on Windows, UNIX, and LINUX platforms.
  • Strong administration experience with or knowledge of at least one or more of: Apache, Tomcat, Websphere, or Weblogic, and Oracle or MS SQL server, Linux, Unix, MS Windows. Strong knowledge of Oracle DB, especially re-indexing and stats ins and outs.
  • Able to read and understand Java, JavaScript, HTML, JSP, XML, SQL, and Shell Script code in support of Java and SOAP transaction APIs is a desired.
  • Knowledge of SSL/TLS protocols, load balancers and network infrastructure desired.
  • Experience troubleshooting technologically challenging customer issues.  Able to use advanced debugging techniques including analysis of heap/thread dump files, tracing, and performance tuning and monitoring.
  • Demonstrated ability to take initiative in identifying and resolving technical problems at customer sites via telephone and email, email and Webex/live session troubleshooting.
  • Highly analytical with extreme attention to details and the ability to derive facts quickly, methodically, and accurately.
  • A quick learner capable of working independently on complex networking and application problems requiring individualized analyses of situations, data and an in-depth evaluation of various factors.
  • Ability to document and effectively present information and respond to questions from groups of managers and customers.
  • Ability to work in a high pressure environment
  • Customer facing experience and strong customer orientation and dedication.
  • Excellent time management and organizational skills.
  • 3+ years of combined experience in one or more of the following functional areas: Technical Support for Enterprise Software Systems, Software Development, Professional Services for Enterprise Software Systems, Quality Assurance/Engineering for Enterprise Software.
  • BS/MS in Computer Science or equivalent experience.
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