SDL is seeking an experienced Customer Support Engineer to join a global team supporting mission-critical enterprise software for a host of blue-chip customers. We are looking for a highly analytical and articulate individual to work in a busy team providing high-quality technical support to internal and external users. The successful candidate will thrive in a challenging environment where they will be constantly gaining knowledge of SDL Language Technologies Solutions, covering mainly server based applications.

Job Purpose:

·       Provide real time response\resolution to customer support inquiries

·       Interact with SDL customers via phone, e-mail and remote sessions

·       Diagnose problem causes and provide solutions and best practices to customers

·       Ensure continuous monitoring and follow-up of customer issues so that they are resolved according to customer service level agreement timelines.

·       Contribute and maintain knowledge base articles in a KCS workflow

·       Work closely with second line engineers to diagnose bugs and provide suitable workarounds to end users

·       Test new product releases\patches and provide feedback to development

·       Demonstrate to and train end users on the various software applications

Major Focus:

• Timely response to all assigned support cases
• Structured approach to problem solving
• Proactive follow-up on all assigned issues to ensure satisfactory closure
• Maintenance of support case status, including root cause, within Service Cloud

Experience Required

• 2 years experience in a technical support role supporting software applications and enterprise clients
• Proven track record in multi-tasking, working under pressure and meeting customer Service Level Agreements on an ongoing basis
• Strong written and oral interpersonal and communications skills
• Excellent investigative and debugging skills
• Demonstrated ability to learn new technology in a fast-moving environment
• Good knowledge of Windows platforms (Linux a plus, but not essential)
• Database (SQL Server,Oracle) SQL command/query experience essential.
• Experience with networks (IP, TCP, HTTP, firewalls, proxy servers) essential
• Strong experience of supporting systems developed within the Microsoft .NET framework, preferably using C# and Java technologies.
• Good knowledge of common applications and file formats (DOC, RTF, PPT, XLS, HTML, XML and other DTP formats such as FrameMaker and InDesign)
• Experience with ASP, XML/XSL, Active Directory, IIS, Tomcat, Java, Application Servers would be advantageous
• Knowledge of programming concepts and general ability to read code advantageous (C#, Java Script)

Education Level Required

• Technical Degree Level Qualification (Preferably in Computer Science)
• Relevant Product/System Certifications