Superior, CO or Wakefield, MA 

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!

Role Summary:

This Technical Support position is in the Tridion Docs suite of products for Content Management.  Tridion Doc’s products allow our customers to deliver quality technical documentation and support content anywhere in the world, in any language, on any device.  SDL is a global leader in Component Content Management (CCM) solutions, next generation editing and review, and dynamic publishing. Our software empowers global organizations to single-source content, share, re-use and personalize content in various output formats and in multiple languages across global markets. Through efficiency gains, our customers are able to speed time of information to global markets, drive down the cost of content development and translation, provide more agility for the overall business, and increase customer satisfaction through access to better information.

This position will support the SDL Tridion Docs Suite. The Technical Support Engineer applies deep technical and customer support experience to deliver high quality support services and programs that achieves excellent customer satisfaction. Builds strong credibility relationships with customers and internal stakeholders through superior customer service skills and technical know-how.

Key Responsibilities:

Operational Excellence – Effectively and efficiently supports customers on a variety of products and technologies by providing your technical skills to advice and guidance on the use of products and resolving issues. Independently manages and prioritizes workload to achieve deadlines and KPIs.

Delivers Quality, Value, Results – Applies deep customer service technical 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. Escalates issues and involves others where needed to achieve a successful resolution.

Functional Excellence – 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.

Relationship Building – Builds strong working relationships internally in order to collaborate on solving customer issues. Leveraging technical and customer knowledge, offers credible input to product development on software bugs and enhancements.

Responsibilities:

• Provide product support to customers, partners and consultants according to the support procedures in order to resolve problems of different complexity levels
• Guarding and meeting the service level as agreed with our customers, partners and the internal organization
• Provide technical support and update customers and partners in a timely manner, this in accordance with the support and maintenance agreements
• Authoring Knowledge articles and white papers where required for internal and external audiences
• Maintain a working relationship with Customers, support teams, QA, and Engineering
• Contribute to the SDL philosophy that Support Services are a true differentiator
• Able to work until 6:30 PM Mountain to support Pacific time zone customers
• Ability to work extra hours when needed.
• Able to work a 24 x 7 on call rotation after gaining adequate knowledge of products
• Able to travel on occasion if needed
• Review development documentation and provide feedback on Customer Support and Customer Requirements / Implications
• Feed into product roadmaps on behalf of Customer Support

Preferred Technical Skills:

• Bachelor/University degree or equivalent working experience
• Excellent technical troubleshooting and problem resolutions skills
• Experience in software support
• General understanding of virtualized environments
• Experience with case handling processes and understanding of R&D development cycles and release management
• Good working knowledge of JavaScript, JSON, and REST API is a plus
• Good working knowledge of XML, XSL, XSL, XPath, XQuery and CSS is a plus
• Understanding of writing with DITA or knowledge of editors such as XMetaL, , Arbortext, and Oxygen a big plus
• Microsoft Certifications a plus

 
Critical Skills & Competencies:

• Demonstrates a commitment to learning and development by proactively seeking and acting upon opportunities to grow new capabilities, experience, skills, and knowledge
• Demonstrates concern and takes action for meeting and exceeding their customer’s expectations and requirements
• Defines, plans, schedules and controls work for self and/or others to ensure the accomplishment of objectives
• Applies technical and professional knowledge, skills and judgment to accomplish results
• Excellent spoken and written English
• Fast and engaged learner of new technologies and products

Benefits:

• Ahhmazing 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 85 of the top 100 brands
• Smart, engaged co-workers, a culture of innovation and opportunity
• Casual dress, flexible work schedule / environment

 

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.