SDL is seeking an experienced Customer Support Engineer to work in our Cluj Napoca office. We are looking for a highly analytical and articulate individual to work in a busy global team providing high-quality technical support to our key clients in Europe and USA. The successful candidate will thrive in a challenging environment where they will be constantly gaining knowledge of SDL Language Technologies Solutions while covering both desktop and server based applications.
 
Job Purpose:

• Providing real time response\resolution to customer support inquiries
• Interacting with our customers over the phone, via e-mail, and in online support sessions
• Diagnosing problem causes and providing solutions
• Ensuring continuous monitoring and follow-up of customer issues until they are resolved
• Implementing server solutions (based on the SDL Trados GroupShare platform) for customers
• Actively contributing articles to our knowledge base
• Working closely with second line engineers to diagnose bugs and provide suitable workarounds to end users
• Participating in regular key account review meetings
• Providing demonstrations and training for end users on the various software applications
• Collaborating with other product support engineers (SDL TMS, SDL WorldServer and SDL Lanaguage Cloud teams) to resolve cross-product issues

Major Focus:

• Timely initial response to all support cases
• Structured approach to problem solving
• Proactive follow-up on all assigned issues to ensure satisfactory closure, within SLA where relevant
• Maintenance of support case status, including root cause, within the support case management system

Experience Required

• Proven track record in multi-tasking, working under pressure and meeting customer Service Level Agreements on an on-going basis.
• Willingness to learn new technology in a fast-moving environment.
• Good knowledge of Microsoft Windows platforms (Win 7, 8, 10 and Win Server 2012, 2016) and the Microsoft Office Suite is essential.
• Experience with SQL Server queries and commands.
• Experience with networks (IP, TCP, HTTP, firewalls, proxy servers).
• Experience with ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS would be advantageous.
• Knowledge of common applications and file formats (DOCX, RTF, PPTX, XLSX, HTML, XML and other DTP formats such as FrameMaker and InDesign).
• Excellent verbal and written communication skills in English. Good skills in German advantageous.
• Experience with localisation tools would be advantageous.

Education Level Required

• Technical Degree Level Qualification
• Relevant Product/System Certifications