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What you will do:
- Each implementation is unique in its design, providing a constantly changing and exciting challenge. If working in this area interests you, and you have the aptitude and energy to take on technical support issues of the top corporations in the world, we would like to meet you.
- Previous knowledge of our products is a plus, but it is not a requirement for consideration. New hires will be provided training at a level beyond standard user functionality.
- Pairing with a mentor and continuing in a collaborative team environment. Applicants must be able to openly share ideas and communicate thoroughly and professionally in both verbal and written forms. Responsibilities of a Support Engineer include but are not limited to troubleshooting and analysis of customer issues. Managing customer expectations and relationships.
- Setting up test scenarios to duplicate problems. Composition of knowledge base articles describing issues that have been reported and their resolution.
- Escalating of defects to Level 3 for review and administration of communication and fixes between the customer and Level 3 support. Providing production down weekend support (on rotation) to customers in system down scenarios.
Required Technical and Professional Expertise:
- 0-3 years of experience
- Good understanding of communication protocols like FTP/SFTP/AS2
- Knowledge of EDI Standards like X12/EDIFACT/TRADACOM
- Knowledge of problem determination and resolution process
- Knowledge of IBM Sterling Products (example: SCBN, Integrator or ITX / or any EDI Translator)
- Hands-on experience in troubleshooting SW products
- Experience with customer-facing and customer management role
- Willingness to work in shifts/weekend support on a rotation basis
- Ability to quickly learn new products on on-prem and cloud/SaaS