Jr Support Engineer-Permanent
Location: Boston
Posted on: October 19, 2024
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Job Description:
Growing multi-national software company is looking for a highly
motivated support engineer to support their rapid growth. The ideal
candidate must have interest in software product support, directly
interacting with product customers, and should possess strong
technology knowledge across the most popular web and application
platforms and operating systems, good communication skills, and the
ability to engage in multiple initiatives simultaneously. This
position is ideal for candidates who want to grow and develop with
the company.
Responsibilities include but are not limited to:
? Providing Level 1 & some Level 2 support to customers
? Ensuring timely response to Support requests (according to SLAs)
is being provided to customers
? Providing clear communication of issue status to customers
? Gaining detailed knowledge of the product suite and enhancements
to effectively triage incoming support requests and ensuring the
right information is gathered to resolve customer support
requests
? Documenting steps to reproduce problems and testing them locally
to ensure problem can be replicated before passing to Level 2 and
above
? Summarizing resolution, workarounds, alternative usage based on
input from Level 2 and above resources
? Ensuring bugs and/or enhancements are being reported in a timely
fashion and in adequate detail after confirmation from engineering
as to status (i.e. is it a bug?).
? Contributing to documentation to improve customer self-help,
based on Support tickets
? Forwarding customer service requests to the client account
owner.
Requirements include:
? 0-1 years work experience.
? Work experience (via internships, summer jobs, on-campus jobs) in
technical support roles or equivalent.
? Clear written and verbal communication skills both internally and
externally to clients.
? Sufficient technical acumen in software application
deployment/configuration to replicate issues, understand expected
vs. unexpected behavior and clearly articulate basic diagnostics to
engineers.
? Must be customer service oriented and believe in teamwork,
collaboration, adaptability and initiative.
? Ability to multitask.
? Self-starter and quick learner.
Experience/Education:
? BA/BS Degree, with a concentration on computer science,
engineering or programming preferred
? Experience with technology such as: Java Application servers
(Tomcat, Websphere, Weblogic), Single Sign-On technologies, Apache
Ant, Jasper Reports, Microsoft IIS, Apache Jackrabbit a plus
? Familiarity with Web Services
? Experience in relational database and/or webapp development a
plus
? Experience with issue/bug tracking applications (e.g. Bugzilla,
JIRA or similar) a plus
? Knowledge of Enterprise Contract Management solutions a
plus
Keywords: , Newton , Jr Support Engineer-Permanent, IT / Software / Systems , Boston, Massachusetts
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