Application Support Engineer – Structured Content Management

Location:  Remote US – Required hours are PST 8:30-5:30 / MST 9:30-6:30 / CST 10:30-7:30 OR 11:30am – 8:30pm EST

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

About the role: US Citizenship required

The Application Support Engineer applies deep technical and customer support experience to deliver high quality support services and programs that achieve excellent customer satisfaction to our Contenta Publishing product suite customer base. The position builds strong credibility with customers and internal stakeholders through superior customer service skills and technical know-how.  The Application Support Engineer is responsible for dealing with 1st level and 2nd level support requests from RWS’s customers and partners, according to the support procedures in order to obtain high customer satisfaction and reference-able customers.  The Application Support Engineer will also provide support to other internal departments including but not limited to Pre-Sales and Professional Services Engineers.

For more information on Contenta Publishing Suite: https://www.sdl.com/software-and-services/knowledge-delivery-s1000d/contenta-publishing-suite.html

Technical Required Skills

• Bachelor degree or equivalent 3 – 5 years working experience / training
• Excellent application / software troubleshooting and problem resolutions skills
• Experience in an application / software support role
• Understanding of and experience with case handling processes and understanding of R&D development cycles and release management
• Working knowledge of Windows (Client/Server) and/or LINUX server
• Experience in installing, configuring, and supporting web and SaaS applications (products) in Windows and/or Linux environments
• Working knowledge of Databases - Oracle or MSSQL or MySQL database, SQL scripting
• Knowledge of any of the following a plus, Content Management System (CMS), Publishing System, Networks, VM’s, Tomcat, Perl, or Java
• Knowledge of SGML, XML, XSL or XSLT, CSS, S1000D standard, a big plus

 Key Responsibilities:

Operational Excellence – Effectively and efficiently supports customers on a variety of products by providing advice and guidance on the use of products and resolving issues. Independently manages and prioritizes workload to achieve deadlines and Key Performance Indicators (KPIs).

Delivers Quality, Value, Results – Applies deep customer service and software skills to quickly determine the nature of the customer issue and identify an appropriate course of action. For example: user errors vs. software 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.

Products Supported: The Contenta Publishing Suite consists of Contenta, Contenta S1000D, LiveContent S1000D, and XPP.

Additional Job Specific Responsibilities:

• Provide product support to customers, partners and internal departments according to the support procedures in order to resolve problems of different complexity levels
• 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 via phone, email, and direct remote connection
• Ability to work effectively with multiple different groups of varying technical skills
• Authoring Knowledge articles and white papers where required for internal and external audiences
• Submits enhancement requests and defect tickets to engineering for issues identified
• Maintain a working relationship with Customers, support teams, QA, and Engineering
• Contribute to the RWS philosophy that Support Services are a true differentiator
• Able to work extended or off-hours for customer critical emergencies if needed
• Able to travel on occasion
• Review development documentation and provide feedback on Customer Support and Customer Requirements

Performance Criteria / Personal skills

• Excellent listening, communication and conflict resolution skills
• Highly service minded, driven and enthusiastic, detail oriented, team-player
• Tuned in to customer needs and able represent customer urgency and priority to the rest of the organization
• Able to shift priorities quickly and display a positive approach when facing obstacles
• Driven to achieve results through a logical and systematic approach
• 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

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 diversity, innovation and opportunity.
• Great work life balance!

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 
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 embraces diversity and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit 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.

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

RWS Employees hired for roles positions that require work on site at RWS offices, customer offices, and travel on behalf of RWS and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws with regard to accommodations related to this policy.

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.