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On-Site Technical Support Engineer

Cincinnati, Ohio
Job Description:
  • Functioning as onsite technical support for a major customer.
  • To be involved in supporting all technical support issues for our company’s products and integration of those products in that customer’s environment.
  • Assist professional services in service delivery for that customer.
  • Handle tickets from all customers on an as-needed basis.
  • Participate in the shared on-call responsibility with the rest of the North American support team. This is a 24/7/365 responsibility and thus includes nights, weekends and holidays.
  • Re-creating customer problems and testing customer configurations to help diagnose problems.
  • Leading and managing activities within the company to address customer needs.
  • Escalate customer issues and request assistance as appropriate.
  • Acquire, maintain, and expand knowledge of relevant product offerings, partner products, current support policies, and methods of support delivery in order to quickly provide technically accurate and complete solutions.
  • Constantly seek to proactively identify opportunities for improvement in all processes, communication, and documentation.
  • Occasional travel to company Headquarters or other worksites.
  • Work closely with the rest of the company support team to support the entirety of the company’s customers.
  • Linux operating systems.
  • Excellent written and verbal communication skills.
  • Strong analytical and troubleshooting skills.
  • Must be able to quickly learn a broad array of technologies and apply knowledge to real-world problems.
  • Must be a flexible team player that is willing to jump in to help others wherever necessary and act with a sense of urgency.
  • Proven track record of positive customer interaction and interface between vendor and client.
  • Ability to handle difficult or sensitive situations with diplomacy and tact.
  • Demonstrated self-starter.
  • Demonstrated ability to work in fast paced, high demand environment.
  • 5-7 years of experience in field services or technical support
  • Knowledge of at least one of the following:
o   Web based client/server applications, especially WebLogic, Web Services and Apache
o   Experience supporting iOS and Android Apps
o   IP networking, routing configuration and protocols
o   Oracle or Microsoft SQL RDBMS
Education Required:
  • BSEE/BSCS or equivalent work experience.
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