Jr Support Engineer-Permanent

Posted Under: Boston, Massachusetts jobs in IT / Software / Systems; IT / Software / Systems jobs in zipcode 02298
Posted On: 2017-05-19

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.

? 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

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