Enterprise Support Engineer

Job Description *

RWS is seeking an Enterprise Support Engineer to join a global team supporting mission-critical enterprise software for a host of blue-chip customers. We are looking for a highly analytical and articulate individual to work in a busy team providing high-quality technical support to internal and external users. The successful candidate will thrive in a challenging environment where they will be constantly gaining knowledge of RWS Language Technologies Solutions.

Job Purpose:

• Provide real time response\resolution to customer support inquiries
• Interact with RWS customers via phone, e-mail and remote sessions
• Diagnose problem causes and provide solutions and best practices to customers
• Ensure continuous monitoring and follow-up of customer issues so that they are resolved according to customer service level agreement timelines.
• Contribute and maintain knowledge base articles
• Diagnose bugs and provide suitable workarounds to end users
• Test new product releases\patches and provide feedback to development
• Demonstrate to and train end users on the various software applications

Major Focus:

• Quality technical support and ensuring customer satisfaction
• Timely response to all assigned support cases
• Structured approach to problem solving
• Proactive follow-up on all assigned issues to ensure satisfactory closure
• Maintenance of support case status, including root cause, within Service Cloud

         Experience Required

• 2 Years’ experience in a technical support role supporting software applications and enterprise clients is preferable
• Strong written and oral interpersonal and communications skills in English
• Excellent investigative and debugging skills
• SQL command/query experience essential (mainly SQL Server/Oracle, Mongo DB a plus)
• Experience with networks (IP, TCP, HTTP, firewalls, proxy servers) essential
• Strong experience of supporting systems developed within the Microsoft .NET framework, preferably using C# (J2EE architecture experience a plus)
• Good knowledge of common applications and file formats (DOCX, RTF, PPT, XLSX, HTML, XML and other DTP formats such as FrameMaker and InDesign)
• Experience with ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS, Java, J2EE architecture, Application Servers would be advantageous
• Knowledge of programming concepts and general ability to read code is advantageous (C#, Java)

Education Level Required

• Technical Degree Level Qualification
• Relevant Product/System Certifications