Tridion DX Support Engineer

Purpose of Role

The Customer Support Engineer (CSE) applies deep technical and customer support experience to deliver high-quality support services and programs that achieve excellent customer satisfaction.

The CSE builds strong credibility with customers, partners and internal stakeholders through superior customer service skills and technical know-how.

Key Responsibilities:

• Effectively and efficiently supports customers on a variety of products by providing advice and guidance on the use of products and resolving issues
• Provides real-time response\resolution to customer support inquiries for both on-premise and Cloud customers
• Interacts with customers over the phone, via e-mail, and in online support sessions, using a  structured approach to problem-solving  
• Independently manages and prioritizes workload to achieve deadlines and KPIs.
• Maintains support case status, including root cause, within the support case management system
• Exercises independent judgement in selecting troubleshooting methods and techniques for bringing issues to resolution
• Applies deep customer service and product skills to quickly determine the nature of the customer issue and identify an appropriate course of action. For example: user errors vs. technical issues
• Ensures continuous monitoring/follow-up of customer issues until they are resolved, collaborating with other product support engineers (SDL TMS, SDL WorldServer, SDL Language Cloud) to resolve cross-product issues
• Escalates issues and involves others where needed to achieve a successful resolution.
• Improves customer service by contributing to knowledge management resources, identifying and communicating software defects and/or enhancements to product development, and identifying new information that would be helpful to customers

Experience Required

• Proven track record in multi-tasking, working under pressure and meeting customer SLAs on an ongoing basis
• Ability to work both independently and as part of a team
• Demonstrated concern in taking action for meeting and exceeding customers’ expectations and requirements.
• Proven commitment to learning and development by proactively seeking and acting upon opportunities to grow new capabilities, experience, skills, and knowledge.
• Good knowledge of Microsoft Windows platforms (Windows Server 2012, 2016, etc.)
• Experience with SQL Server queries and commands
• Knowledge of common applications and file formats (DOCX, RTF, PPTX, XLSX, HTML, XML, etc.)
• Excellent verbal and written communication skills in English, with the ability to effectively communicate complex technical issues to technical and non-technical users

Desirable skills

• Good working knowledge of two or more of the following: DITA,  Java, JavaScript,  JSON, Tomcat, IIS, ADFS / SSL Certificates, XML, XSL, XSLT, XQuery, XPath, REST API, Windows Server Administration, web /network debuggers, or any other scripting or programming language.
• General Knowledge of two or more of the following: XML, Windows Server Administration, SQL Server, SQL query language, PowerShell, Networking, Web Debugger, Fiddler, Packet analyzers, or other web-related technologies