Software Application Support Engineer

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. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement.  In the role of Technical Support Engineer you will be providing telephone and / or Web based support for Tungsten Automation products.

Key Responsibilities :

• Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.
• Provide prompt and accurate feedback to customers.
• Effectively communicate complex technical issues to a broad range of customers and departments within Tungsten Automation, such as product management, software engineering, sales, and quality assurance.
• Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.
• Take highly complex or sensitive issues elevated from Associate Technical Support Engineers and Technical Support Engineers as needed and directed by management.
• Use approved protocol to communicate with Development engineers on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem.
• Elevate hot fix requests to support managers for processing based on approved protocol.
• Participate in regular support team meetings.
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
• Prepare test systems to replicate user issues.