Sr. Technical Support Engineer: tealeaf technology, inc
Senior Technical Support Engineer Job Description/Responsibilities: Utilize Relevant Product Line Experience to Provide Customer Service/Technical Support for Assigned Complex System Level Software Products.
This will include Prioritization, Analysis and Resolution of Problems of Diverse Scope Requiring an Evaluation of Identifiable Factors and the Regular Exercise of Independent Judgment and Discretion.
Determine Techniques for Obtaining Solutions to Provide High Level of Customer Satisfaction.
Define and Drive Analysis and Research of More Difficult Technical Customer Problems: Involve Appropriate Resources that Conserve Staff Time and Provide Resolution and consistent Customer Communication in a Timely Manner.
Provide Consulting Services to Peers.
Independently Develop a Documented Troubleshooting Plan for Each Request and Communicate Progress Against the Plan to the Customer.
Status Updates to Include Service Request Tracking system Notes Documenting Environment, Problem Description, Analysis, Next Steps (with Task Owners and Dates) and Comprehensive Solution Description.
Ensure that Solutions Not Found Easily Through Available Documentation are Recommended for Publishing to Knowledgebase, Instruct Internal and External Customers on Resources Available for Self-Service (eg Support Portal).
Develop Product Experience by Installing, Testing and Using Software Products and Attending Formal and Informal Classes.
Apply Systems Analysis, Techniques and Procedures, including Consulting with Customers, to Determine Software or System Functional Specifications.
Identify Continuous Improvements Activities to Allow the Company to be More Effective and Efficient in Providing Service to Customers.
Required Skill: 5+ years Technical Support Experience in an Enterprise Software Company, Required.
Web Applications or Business Intelligence Software Experience, Strongly preferred.
Formal Training in Web Technology and Academic Understanding of Applications and Code, Required.
Knowledge and/or Background in HTML, JAVASCRIPT, XML, WINDOWS 2000, Basic Networking, IIS, are Required.
Some or All of the Following are Preferred: APACHE, UNIX, LINUX, ASP(x), J2EE, TCL. Highly Skilled/Proficient in the Theoretical and Practical Application of Specialized Information to System Analysis and Software Engineering.
Understanding of Web Systems (Physical, Logical, Hardware, Software.
), is Required.
Understanding of How the Different Components in a Web System Fit Together and Affect Each Other.
Proven/Strong Customer Relationship Skills, Required.
Able to Work with Minimal Supervision.
Bachelors Degree in Computer Science, Electrical Engineering, Mathematics or Equivalent/Related Field.
Candidates/applicants must have the immediate legal right to work in the United States .
Employees must follow Tealeaf's information security policy.
No out of area residents.
Principals only.
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