Who are we?

SDL is the global leader and innovator in language and content management technology and services. We enable companies to create meaningful digital journeys and form important emotional connections with their global customers by powering the creation, translation and delivery of relevant, personalized content to make understanding possible. We are a dynamic, collaborative and globally diverse team, working together to completely transform how the world communicates and connects with one another through content. If you like making an impact, helping others, taking a fresh look at processes and tools, furthering an open an innovative culture and tend to generally look at even the smallest task in the context of how it impacts the overall organization – we should talk!

What is this role?

SDL is seeking an experienced 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 SDL Language Technologies Solutions, covering mainly server based applications.

Job Purpose:

• Provide real time response\resolution to customer support inquiries
• Interact with SDL 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
• Work closely with second line engineers to 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:

• 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
• Strong written and oral interpersonal and communications skills in English
• Excellent investigative and debugging skills
• SQL command/query experience essential (mainly SQL Server/Oracle a plus)
• Experience with networks (IP, TCP, HTTP, firewalls, proxy servers) essential
• Experience supporting systems developed within the Microsoft .NET framework, preferably using C# (J2EE architecture experience a plus)
• Good knowledge of common applications and file formats (DOC, RTF, PPT, XLS, 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

Education Level Required

• Technical Degree Level Qualification (Preferably in Computer Science)
• Relevant Product/System Certifications

Benefits:

• Amazing benefits. (Seriously.)
• Infinite training, professional development and personal growth opportunities
• The rare opportunity to impact how organizations communicate globally. There’s a reason we work with 90 of the top 100 brands.
• Smart, engaged co-workers, a culture of innovation and opportunity.
• Great work life balance

SDL is an Equal Opportunity / Affirmative Action Employer.  Qualified applicants will be evaluated for employment without regard to race, color, religion, sex, national origin, veteran, and disability status.  For more information about EEO/AAP legislation please visit http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. 
Should you require assistance in completing your application, please contact usrecruitment@sdl.com for accommodation.