Sr. Technical Support Engineer
Posted date [2010-Feb-10]
(ID: 752)
Provide technical support for Attachmate products to external and internal customers by diagnosing and solving complex technical issues. Some key tasks may include the following:
1. Acting as a customer advocate by reporting product improvements and enhancement requests and be able to own and drive resolution of customer issues, define resolution action plans and follow through to case closure.
2. Must be able to communicate problem resolution action plans and statuses to customers in a professional and timely manner and be able to own the support relationship with one or more high value customer accounts.
3. Serving as a mentor to less experienced TSE's and less experienced staff and coordinate resources to ensure timely and satisfactory delivery of product fixes to customers.
As a highly visible internal technical resource, you will be responsible for actively pursuing opportunities to disseminate technical knowledge throughout the department and seek opportunities to develop diagnostic tools and processes to enhance Technical Support’s ability to resolve problems. Other responsibilities will include:
1. Managing escalation of critical customer issues by coordinating activities among various groups and departments.
2. Working closely with Development to improve quality and utility of the Attachmate products.
3. Could be responsible for delivering external and internal training, including technical presentations.
4. Ability to write readable and accurate bug reports and feature requests.
5. Write professional, succinct and accurate emails and be able to communicate verbally in a clear, concise and understandable manner.
As a Sr. TSE, you will focus mainly on Attachmate’s application integration technology. This position will work very closely with the Professional Services organization and have responsibility of delivering billable services to customers who require custom solutions using our application integration products. Other duties will include the following:
1. Responsible for designing and developing custom software, and implementing the Professional Service group’s services.
2. This includes designing software applications from detailed specifications, custom application development, consulting, and on-site developer assistance.
3. Must also have advanced knowledge of development languages and application design.
4. Must be able to discuss and explain complex issues with external customers and internal staff.
5. Extensive experience in problem resolution, applying knowledge towards troubleshooting highly diverse technical issues.
6. Excellent written and oral communicator.
7. Demonstrated ability to work under pressure of deadlines.
8. Excellent time management skills.
9. Excellent project and problem management skills.
EDUCATION
· Bachelor's degree in Computer Science/Business or 3 years related work experience.
KNOWLEDGE
· Requires proven technical knowledge of networking environments, workstation platforms, application environments, operating systems, and industry trends.
· Experience with Java applications and environments, HTML, XML, and Microsoft languages and tools.
· Strong Java and/or Microsoft development knowledge
EXPERIENCE
· Minimum of 10 years LAN/connectivity experience
· 5 years IBM Legacy Systems experience, which can include the following: CICS, VSAM, IMS, and other mainframe environments and applications IBM SNA/SAA experience.
· 3 years experience in enterprise applications architecture, which could include understanding of application server environments, and usage of object interfaces and/or API’s and the usage of java and windows programming tools.
OTHER REQUIREMENTS
· Availability to travel approximately 25% of time.
Apply at http://www.attachmate.com/AboutUs/cooljobs.htm . Attachmate provides a comprehensive benefits package that includes 100% paid premiums for employee health, dental, life, and disability insurance. We also offer a 401k plan, paid vacation, holidays, education assistance, and more! Attachmate is an Equal Opportunity Employer.
About Attachmate: Extend. Manage. Secure.
Attachmate serves over 40,00 customers in 60 countries, with accounts innearly all of the Global 10,000 enterprises. We are committed to delivering high-quality products and providing exceptional customer service. Attachmate enables IT organizations to extend mission critical services and assures they are managed, secure and compliant. Attachmate’s leading solutions include host connectivity, systems and security management, and PC lifecycle management. Our goal is to empower IT organizations to deliver trusted applications, manage service levels, and ensure compliance by leveraging knowledge, automation and secured connectivity. For more information, please visit www.attachmate.com .
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