The Technical Support Engineer works in a team of support engineers to meet service levels as agreed with customers, partners and the internal organization. The Technical Support Engineer is responsible for dealing with 1st level and 2nd level support requests from SDL’s customers and partners according to the support procedures in order to obtain high customer satisfaction and reference-able customers.
Responsibilities:
Support:
Provide product support to customers, partners and consultants according to the support procedures in order to resolve problems of different complexity levels
Guarding and meeting the service level as agreed with our customers, partners and the internal organization
Provide technical support and update customers and partners in a timely manner, this in accordance with the support and maintenance agreements
Authoring Knowledge articles and white papers where required for internal and external audiences
Maintain a working relationship with internal teams such as QA, Engineering and Development
Contribute to the SDL philosophy that Support Services are a true differentiator
Able to work until 6:30 PM Mountain to support Pacific time zone customers.
Able to travel on occasion
Review development documentation and provide feedback on Customer Support and Customer Requirements / Implications
Feed into product roadmaps on behalf of Customer Support
Technical required skills
Bachelor/University degree or equivalent working experience
Excellent technical troubleshooting and problem resolutions skills
Experience in a technical support role
Understanding of and experience with case handling processes and understanding of R&D development cycles and release management
Knowledge of three or more or the following: Windows (Client/Server), Windows authentication (SAML, Kerberos, SSL, ADFS..), Database (SQL Server / Oracle), SQL, TSQL, JavaScript, Tomcat, XML, XSL, XSLT, XQuery, CSS, HTML, Java, .NET, C#, DITA, or Powershell.
Knowledge of DITA a plus, or XML editors such as XMetaL, FrameMaker, Arbortext, and Oxygen
Performance Criteria / Personal skills
Excellent listening, communication and conflict resolution skills
Highly service minded, driven and enthusiastic, team-player
Tuned in to customer needs and able represent customer urgency and priority to the rest of the organization
Able to shift priorities quickly and display a positive approach when facing obstacles
Focused on the customer’s experience with SDL products and in support interactions with SDL
Driven to achieve results through a logical and systematic approach
Fast and engaged learner of new technologies and products
Motivated by the challenge of problem solving and able to provide well thought-through practical solutions
Review development documentation and provide feedback on Customer Support and Customer Requirements / Implications
Feed into product roadmaps on behalf of Customer Support
Category
Customer Support/Technical Support
Job Type
Fixed Term Contract