Senior Support Engineer I

Added: January 30, 2024
Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 99 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

Intro And Job Overview

  • A Senior Support Engineer is primarily responsible to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their investments to Precisely products. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.

Responsibilities And Duties

  • Provide world-class technical support over the phone, email, and remote desktop connections. Including, but not limited to meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording critical information.
  • Investigate, analyze, and solve complex problems with Precisely’s software products deployed on standalone/cluster/distributed environments, variety of OS, integrated with variety of databases and modern technologies
  • Understand the complexities of enterprise systems and be able to determine if the cause of an issue is within the product, third party libraries, user developed code or jobs, or platform libraries.
  • Attends product/project meetings and advises team of any new developments. Works with product management on product direction based on customer interaction/feedback
  • Attains subject matter expertise in Precisely products and handles customer escalations
  • Learns and mentors team members to ensure continuous improvement with the software support customer experience, Precisely software product product knowledge and emerging technologies
  • Create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
  • Work in Night and weekend shifts when assigned

Requirements And Qualifications

  • Bachelor's or master’s degree in computer science or related field.
  • 5 + years of experience
  • Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills.
  • Understanding of software design principles and operating system design.
  • Understanding of database management systems including relational database design principles, tuning, SQL execution, and configuration.
  • Understanding of networking design principles, including TCP, IP, HTTP/S, S/FTP, SMTP, AS2, and other data communication protocols.
  • Strong debugging and problem-solving skills, with experience in any one programming language (C, C++, Java, python etc)
  • Distributed computing experience including networked clustering, Hadoop, MapReduce, cloud services, and load balancing.
  • Understanding of debuggers, system utilities, and performance monitoring tools.
  • Detailed knowledge of the following technology is needed –
    • Data flows, Groovy expressions, application servers
    • UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) knowledge and administration.
    • Database systems (Oracle, Teradata, Microsoft SQL Server, Vertica, DB2, ODBC, Snowflake, Databricks).
    • Windows Operating Systems, platform, and registry
    • Cloud technologies (AWS, Azure, Google Cloud)