Rose International
Technical Support Engineer - UX
Rose International, Orlando, Florida, us, 32885
NOTE: The ideal candidate for this position is an engineer with a strong background in some of Java, JavaScript, database technologies, with strong troubleshooting skills. We are looking for individuals who can successfully diagnose the entire technology stack, enjoy helping others and have strong communications skills to resolve technical issues as quickly as possible. The Technical Support Engineer must be able to work outside of normal business hours (weekend shifts, holidays) as needed.
Education:
Master's degree in engineering or technical field(s) or Bachelor’s degree in engineering or technical field(s)
Required Skills:
2+ years of relevant work experience or relevant industry experience.Demonstrated fluid ability to troubleshoot, resolve and provide code level analysis for complex technical issues.In-depth understanding of how SaaS products work – possess a deep technical understanding as well as a basic understanding of integrated systems.Working knowledge of the components in a web applications stack.Demonstrated ownership and can coordinate successfully with engineering and escalation teams to achieve resolution of customer issues and requests.Experience with SQL based database systems.Experience in several development projects coding in Java or troubleshooting large applications built on Java.Hands-on experience in one (or more) scripting languagesProven ability to maintain focus and work effectively with uncompromising attention to detail.Ability to work closely with high-value customer administrators and developers that have a variety of experience and skillset.Excellent time management skills and must be able to work independently to provide workable solutions.Must be able to perform thorough research as well as ask the right questions to successfully resolve or quickly escalate for quick solution.Ability to work with other teams to resolve cases.Excellent technical and communication skills for research and discovery to clearly articulate solutions to complex technical problems.Identify and help resolve trends with application issues and knowledge gaps within the organization
Preferred Skills:
A fundamental understanding of IT service management and ITIL business processPrior SaaS Platform Implementation ExperienceExposure communicating technical issues at various levels of the organizationFluid experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)Deep understanding of JavaScriptExperience in Linux and UnixExperience with SplunkUnderstanding of remote administration via SSH, SNMP, WMI, PowershellStrong Familiarity with Eclipse IDE
What you get to do in this role:
The Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the company software platform.This role combines business and technical expertise with excellent communication and organizational skills where you will be doing pro-active work as well as providing tactical engagement on critical issues.You will collaborate with internal teams to ensure our customers are successful with company platform.This includes being the last point of escalation within technical support to drive them to closure and the ability to use application/platform knowledge to actively engage and assist customers and other engineers in need of assistance on complex issues.
Duties and responsibilities:
Provide guidance on prioritizing and creating efficient workflows to keep up with workload.Maintain and display excellent queue and case management skills.Perform Case quality Checks to ensure cases are staying on track.Learn & Deliver training on the new products.Actively engage in cross-functional interlock with internal stakeholders (Engineering, Product Success, Readiness managers) on betterment of the productMaintain technical expertise in assigned areas of product functionality and use that expertise to help customers.Personal commitment to quality?and customer?service.Frontend browser debugging experience required.In addition, the Technical Support Engineer addresses documentation and coding gaps using his//her knowledge to help support engineers as well as customers achieve their business goals; While working directly with others to help resolve their issues, you will ensure all issues are vetted before reaching the engineering team.
**Only those lawfully authorized to work in the designated country associated with the position will be considered.**
**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit
here
. Should you have any questions/concerns, please contact our HR Department via our secure
website
.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website
here
.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise,
please contact our HR Department
.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
Education:
Master's degree in engineering or technical field(s) or Bachelor’s degree in engineering or technical field(s)
Required Skills:
2+ years of relevant work experience or relevant industry experience.Demonstrated fluid ability to troubleshoot, resolve and provide code level analysis for complex technical issues.In-depth understanding of how SaaS products work – possess a deep technical understanding as well as a basic understanding of integrated systems.Working knowledge of the components in a web applications stack.Demonstrated ownership and can coordinate successfully with engineering and escalation teams to achieve resolution of customer issues and requests.Experience with SQL based database systems.Experience in several development projects coding in Java or troubleshooting large applications built on Java.Hands-on experience in one (or more) scripting languagesProven ability to maintain focus and work effectively with uncompromising attention to detail.Ability to work closely with high-value customer administrators and developers that have a variety of experience and skillset.Excellent time management skills and must be able to work independently to provide workable solutions.Must be able to perform thorough research as well as ask the right questions to successfully resolve or quickly escalate for quick solution.Ability to work with other teams to resolve cases.Excellent technical and communication skills for research and discovery to clearly articulate solutions to complex technical problems.Identify and help resolve trends with application issues and knowledge gaps within the organization
Preferred Skills:
A fundamental understanding of IT service management and ITIL business processPrior SaaS Platform Implementation ExperienceExposure communicating technical issues at various levels of the organizationFluid experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)Deep understanding of JavaScriptExperience in Linux and UnixExperience with SplunkUnderstanding of remote administration via SSH, SNMP, WMI, PowershellStrong Familiarity with Eclipse IDE
What you get to do in this role:
The Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the company software platform.This role combines business and technical expertise with excellent communication and organizational skills where you will be doing pro-active work as well as providing tactical engagement on critical issues.You will collaborate with internal teams to ensure our customers are successful with company platform.This includes being the last point of escalation within technical support to drive them to closure and the ability to use application/platform knowledge to actively engage and assist customers and other engineers in need of assistance on complex issues.
Duties and responsibilities:
Provide guidance on prioritizing and creating efficient workflows to keep up with workload.Maintain and display excellent queue and case management skills.Perform Case quality Checks to ensure cases are staying on track.Learn & Deliver training on the new products.Actively engage in cross-functional interlock with internal stakeholders (Engineering, Product Success, Readiness managers) on betterment of the productMaintain technical expertise in assigned areas of product functionality and use that expertise to help customers.Personal commitment to quality?and customer?service.Frontend browser debugging experience required.In addition, the Technical Support Engineer addresses documentation and coding gaps using his//her knowledge to help support engineers as well as customers achieve their business goals; While working directly with others to help resolve their issues, you will ensure all issues are vetted before reaching the engineering team.
**Only those lawfully authorized to work in the designated country associated with the position will be considered.**
**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit
here
. Should you have any questions/concerns, please contact our HR Department via our secure
website
.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website
here
.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise,
please contact our HR Department
.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).