Aternity is looking for: Tier 2/3 Technical Support Engineer Location: Westborough, MA Aternity is seeking a Technical Support Engineer to provide Tier 2 and/or Tier 3 level support to customers and/or partners seeking assistance with Aternity. Key Responsibilities: Deliver high quality technical support and customer service to Aternity’s worldwide customers, partners, and Aternity internal teams by: Effectively performing deep-level troubleshooting and analysis of escalated cases and working those escalated cases through the use of remote sessions, reproducing the customer environment/issue, researching with engineering on how to simulate a problem or arrive at a resolution (including collaboration on progressing the status of active cases), and other resources Effectively documenting the technical details of the case as well as the details of all customer, partner, and engineering interactions in the case record in a timely fashion so that the activity relative to the case is current and may be easily understood by others Managing all cases with attention to the documented service levels for the support plan that has been agreed upon with the customer Mentoring and training the Tier 1 Technical Support Engineers on effective troubleshooting techniques and packaging a case for escalation Maintaining internal knowledge base systems (adding and reviewing knowledge base articles on an on-going basis) Required Technical Skills and Experience: Four or more years of experience with troubleshooting Microsoft Windows software deployment at an enterprise level Three or more years of experience in supporting database-based applications (Oracle 10, 11 (preferred), intermediate SQL, simple database administration) Three or more years of experience with conducting and communicating root cause analysis Preferably three to five years of experience with Microsoft Windows internal troubleshooting (analyzing dump files memory dump analysis, HIPS systems, drivers, Windows API, etc.) Preferably three to four years of troubleshooting experience with streamed or virtualized applications/desktops in a Citrix, Terminal Services, and/or VMWare environment Required Non-Technical Skills and Experience: 5+ years of experience delivering excellent technical support in the software technology industry Strong professional and technical communication skills in English (both written and verbal), as well as strong interpersonal skills A reliable, organized, detail-oriented and self-motivated individual who has the ability to multi-task, prioritize and time manage effectively, as well as exercise sound judgment in situations involving customers and colleagues Education: Bachelor’s of Science degree or equivalent experience required
Posted on: Sun, 11 Aug 2013 08:40:59 +0000
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