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Software Support Engineer

Company: G.1440, LLC
Location: Halethorpe
Posted on: December 9, 2018

Job Description:

Software Support EngineerThe Software Support Engineer is a critical member of a specialized technical support team delivering a superb support experience to our customers. In this role, you will develop expertise in several software solutions and deliver detailed knowledge and expertise to our diverse customer base. You will have the opportunity to diagnose and solve complex technical and mission critical business application software issues while driving a cycle of continuous improvement by researching and championing root cause resolution. The Software Support Engineer is a very visible team member to our customers and must demonstrate exceptional customer service and organizational skills. Key Job Responsibilities

  • Develop a comprehensive understanding of products to efficiently triage, manage and resolve your customers' issues
    • Develop a deep knowledge of your customers, their business model, and their workflows to provide the best possible resolution that fits their needs
      • Perform Tier II review of incoming requests from your customers, actively engaging with customers to resolve technically complex software issues
        • Drive resolution of issues from receipt and clarification through confirmation of successful resolution. Work collaboratively with cross-functional operating teams to ensure appropriate focus and cooperation during resolution phase
          • Communicate consistently and proactively with customers to address their needs as well as anticipate potential concerns to ensure a great customer experience
            • Partner with Customer Experience Support Manager to understand and support your customers' needs Required Skills:
              • 5+ years' experience providing software support for complex enterprise solutions
                • Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technology environments
                  • Tenacity, ownership, and the ability to adapt to a rapidly-changing, exciting software environment
                    • Comfort communicating with a wide range of internal and customer stakeholders through clear, concise verbal and written communication
                      • Experience working with cross-functional teams through resolution of high-priority, time-sensitive issues. Permanent position with benefits and an excellent opportunity for growth. - provided by Dice application software support, ticketing systems, troubleshooting, problem-solving, excellent communication skills

                        Keywords: G.1440, LLC, Baltimore , Software Support Engineer, IT / Software / Systems , Halethorpe, Maryland

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