Support Engineer

East Bay, (none selected) | Direct Hire

Post Date: 06/15/2016 Job ID: 1038
Software Support Engineer

Our company has been recognized as one of the fastest growing companies in the Bay Area. We have just been praised as one of the “World’s Ten Most Innovative Companies in Big Data” by Fast Company and awarded a position in the ‘Leaders’ Quadrant of Gartner’s 2013 report, ‘Magic Quadrant for E-Discovery Software'.  We were also recently placed on Deloitte’s Technology Fast 500™, for the fourth consecutive year.  As a leader in unstructured data management analysis and governance technology, we use our sophisticated software to help organizations manage and leverage their information.  By focusing on the rapidly growing volumes of unstructured information our clients create every day, we enable them to unlock the value assets in ways they could not before. We do this by building enterprise applications on CORE, our very powerful unstructured data management and analytics platform.

We are consistently looking to hire top talent, but whilst the right experience is important, of equal value is the high degree of passion, intelligence, innovation and entrepreneurial spirit that are the foundation of our company.

We have an opportunity for a Software Support Engineer in our San Francisco or Norwood office.  This position will work directly with our clients to troubleshoot and resolve any of their technical issues.

Primary Responsibilities

  • Respond to online and phone support requests
  • Understand, replicate, validate and resolve customer service requests from customers and partners
  • Gather information for analysis, carry out the necessary research, setup test environments, replicate issues locally and propose resolutions or workarounds
  • Solve a wide array of technical and workflow issues
  • Troubleshoot software issues at application and O/S level
  • Test new product releases and patches
  • Interface with engineering, product management and professional services when necessary
  • Monitor and track all support calls and provide status updates to customers regularly via phone, emails and Recommind’s ticketing system
  • Document processes and solutions to enable team collaborations

Role Requirements

  • Demonstrated commitment to achieving outstanding client satisfaction
  • Strong troubleshooting/problem-solving skills
  • Ability to handle multiple tasks under challenging conditions and work as a team player
  • The confidence, communication and interpersonal skills to lead customers, from technical personnel to C-level executives, in urgent or critical situations
  • The desire to learn new soft and technical skills and to coach, mentor and train peers throughout the organization
  • Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible

Technical Requirements

  • Knowledge of Windows systems and architectures (inc. SharePoint, Active Directory, IIS, Exchange, MS SQL Server)
  • Exceptional diagnostic ability and skilled in using industry standard tools and techniques for monitoring and tuning complex applications to perform to customer expectations
  • Experience or exposure to several of the following:
    • Object oriented programming language like Java, C++
    • Web-based applications, such as Apache Web-Server, Apache Tomcat.
    • Web UI design - XML, XSLT, HTML, CSS, JavaScript, JQuery
    • Writing and analyzing SQL queries
    • Programming/Scripting (Ruby, Perl, Java)

Preferred Skills

  • Development/Scripting background
  • Familiar with enterprise search technologies (e.g Autonomy, FAST, etc)
  • Statistical/reporting background
  • Experience in support or consulting in enterprise business applications
  • Practical experience with aspects of enterprise application suites (networks, server configuration, Web Server optimization, load balancing hardware)

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