Tridion DX Support Engineer

Location: San Jose, CA remote PST Hours

About RWS:

RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.

Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.

Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.

Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).

For further information, please visit: www.rws.com

Purpose of Role

The Senior Technical Support Engineer will apply deep technical knowledge and customer support experience to deliver high quality end-to-end support of a complex document management application.

They will build 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 RWS’s Tridion Docs Client/Server product by providing advice and as well as resolving users’ issues. Users include many levels of expertise, such as user, IT, DBA, programmer, and management.
• Provides real time response\resolution to customer support inquiries for both on-premises 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 prioritises 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

• Good to excellent XML knowledge is required, with DITA knowledge being highly desirable. Good knowledge includes using XML with DTD’s and knowing the connection between them.
• Basic scripting or programming experience
• Proven track record in multi-tasking, working under pressure and meeting customer SLAs on an ongoing basis
• 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.
• Desire and drive to learn new technologies with self-study.
• 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

• Ability to work west coast hours, 0800-1730 Pacific Time
• Experience with:
  • XML Editors, DITA, DITA open toolkit
  • Linux operating systems
  • Oracle database server
  • Restoring Oracle & SQL databases
  • Jira and Confluence
  • Networks (IP, TCP, HTTP, SSL/TLS (Certificates), firewalls, proxy servers).
  • ASP/ASP.NET, XML/XSL, SOAP, WCF, and Active Directory (Federation Services)
    • IIS would be advantageous
  • JAVA would be advantageous

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives  us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch 

As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration.

We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy and we will adhere to the highest standard.  

RWS is an 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: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Recruitment Agencies: RWS Group PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.