Support Engineer

The role

This role provides remote technical support for Precisely software and solutions. You will diagnose and resolve customer issues using problem determination and root-cause identification skills.

What you will do

• Provides live support to customers including periodic weekend shifts for On Call Support.
• Responds to queries from customers and Professional services Consultants via phone, email and web.
• Defines, analyzes, and resolves customer issues in a timely and accurate manner.
• Provides periodic updates to customers, co-workers, and management on the status of outstanding issues.
• Updates status of issues in the incident tracking system and performs appropriate follow-up on escalated issues.
• Documents complex issue resolutions for both the customer and internal reference.
• Assists senior team members with complex issues.
• Ensures Service Level Agreements (SLAs) between customers and Sterling are met consistently.
• Contributes, reviews and maintains knowledge base content on an ongoing basis.

Required qualifications

• 2 - 4 years related programming or operations/technical support experience or consulting services.
• Excellent communication (oral and written), analytical and troubleshooting skills.
• OS experience in one or more areas of UNIX and/or Windows and/or LINUX and/or AS400.
• Database experience in one or more areas of Oracle and/or DB2 and/or MS SQL and/or MySQL.
• Knowledge in one or more areas of Web Extensions and/or Tomcat (servlet engine) and/or Servlets and/or Apache (web server) and/or JSP and/or JavaScript and/or HTML.
• Ability to read and step through an Object Oriented Language.
• Knowledge in one or more areas of the following Protocols/Standards: http/https and/or ftp/sftp and/or SOAP and/or SMTP and/or POP and/or AS2 and/or Rosetta Net.
• Ability to take ownership of complex issues/assignments and follow through to completion.
• Aptitude to prioritize and handle multiple issues simultaneously.
• Strong attention to detail and accuracy.
• Understanding of Docker concept and ability to troubleshoot issues on docker platform.
• Ability to work with Virtual Machines.

Nice to have

• Java: Ability to read and step through an Object Oriented Language, preferably Java; Jdbc, Jdk, Jvm, stack traces.
• Exposure to IBM Sterling B2B Portfolio (Sterling B2B Integrator., B2Bac, Sterling File Gateway and Sterling Connect: Direct would be an advantage.

About the company

Precisely is a global leader in data quality, data enrichment, and location intelligence. It is an AI-first organization that helps brands make decisions with reliable data.