Software Application Support Engineer (EMEA Timezone)

Software Application Support Engineer (EMEA Timezone)

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Software Application Support Engineer (EMEA Timezone)

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Tungsten Automation . Overview

The Technical Support Engineer is responsible for providing business-critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. The role involves frequent interaction with Product Development and Consulting Services to deliver complete, comprehensive solutions and drive software and process improvement. You will provide telephone and / or Web-based support for Tungsten Automation products. Responsibilities

Take ownership of customer issues and see problems through to resolution; provide enterprise-level technical support via phone, web, email and other channels. Research, diagnose, troubleshoot and identify solutions to resolve issues related to application use, design and configuration. Provide prompt and accurate feedback to customers. Communicate complex technical issues to a broad range of customers and departments within Tungsten Automation (e.g., product management, software engineering, sales, quality assurance). Mentor and provide advice to Associate Technical Support Engineers and other Technical Support Engineers as needed. Escalate highly complex or sensitive issues as directed by management. Follow approved protocol to communicate with Development engineers about software issue analysis, including problem descriptions and steps taken. Elevate hot fix requests to support managers as required by protocol. Participate in regular support team meetings. Create and maintain knowledge base articles and other technical documents. Prepare test systems to replicate user issues. Required Skills

Experience in BPM process mapping Experience in MSSQL / REST API / web services Experience with cloud hosting services Windows servers and operating systems Windows environment familiarity with configurations such as MS Config / JSON / XML Qualifications & Experience

Bachelor's degree in computer science, computer information systems or related field 5-8 years of enterprise-level technical support experience Resourceful team player with strong interpersonal skills Result-oriented with strong problem-solving skills Strong written and verbal communication skills in the supported language Seniorities and Employment

Seniority level : Mid-Senior level Employment type : Full-time Job function : Information Technology Industries : Software Development

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