About The Role:
The Technical Support Consultant applies deep technical and customer support experience to deliver high quality support services and programs that achieve excellent customer satisfaction to our Contenta Publishing Suite, and XPP customer base in EMEA.

The position builds strong credibility with customers and internal stakeholders through superior customer service skills and technical know-how.  The ideal candidate is responsible for dealing with 1st and 2nd levels support requests from RWS’s customers and partners, and product installation / implementation projects. The position will also provide support to other internal departments including but not limited to Pre-Sales, and Engineering teams. 

Key Responsibilities:
* Provide technical support and update customers and partners in a timely manner, this in accordance with the support and maintenance agreements via phone, email, and direct remote connection
* Understand the client’s situation, goals, and requirements
* May be required to work with customers to facilitate the delivery of projects and be the main point of contact onsite at customer locations. 
* Contribute to implementation planning of customer solution with the ability to implement the technical component of RWS enterprise solutions
* 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.

Skills required: 
* Working knowledge of Windows (Client/Server) and/or LINUX server
* Working knowledge of XML, XSL or XSLT, CSS
* Knowledge of any of the following required, Content Management System (CMS), Publishing System, Networks, VM’s, Tomcat, Perl, or Java
Excellent technical troubleshooting and problem resolutions skills
* Experience in an application technical support role
* Experience in installing, configuring, and supporting web and SaaS products in Windows and/or Linux environments

Desired skills:
* Working knowledge of Databases - Oracle or SQL Server or MySQL database, SQL scripting
* Knowledge of SGML, or S1000D standard, a Big Plus to have.
* Fast and engaged learner of new technologies and products
* Strong self-study trait to help expedite the product learning process
* Strong organization skills and desire to see things through

About RWS Contenta Publishing Suit:
RWS Contenta Publishing Suite, a product of our content management platform focused on the Aerospace & Defence market, delivers the most accurate and up-to-date technical content possible.
The publishing suite is an industry-proven publishing solution for technical content writing, digital publishing solutions and technical documents templates; all with optimized functionality for each step of the content publishing process and the S1000D document specification. 

Equal Opportunity: 
RWS embraces diversity and promotes equal opportunity, we are an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.  RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.