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Company
COMPANY
Technical Support Engineer

Position:Technical Support Engineer  

Duration: full-time

Location: US / San Francisco Bay Area or Eastern Region

Reference Code: TSE-0409

Job Description*

Cast Iron Systems Technical Support team is looking for a customer facing, highly motivated and experienced Technical Support Engineer. This position provides the opportunity to work with new and groundbreaking technology, latest industry and technology trends, and delivering value to our customers. This position is suited for a highly motivated and energetic individual with a desire to support our customers in an inspiring and challenging environment.

Essentials:

  • 2 to 5 years of industry experience
  • Enterprise Application integration knowledge
  • Excellent oral, written and listening skills
  • Strong communication and customer focus skills — must be able to understand customer problems and articulate current status to customers
  • Ability to manage multiple customer cases
  • A track record of exceeding customer expectations
  • Strong problem solving skills
  • Expertise in one or more of the following:
    • EAI, middleware, or other integration experience at the enterprise level (TIBCO, webMethods, BEA WebLogic, J2EE/JMS)
    • ERP integration experience (Oracle Applications, SAP, PeopleSoft, JDE, Baan, QAD, Siebel, or other CRM)
    • RDBMS (any of Oracle, SQL Server, DB2, Sybase, and Informix). Strong understanding of databases, distributed objects, guaranteed delivery and performance optimization techniques. Working knowledge of SQL, triggers, PL/SQL stored procedures
    • XML technologies including DTD, XSLT, XPATH, XSD and XQuery. Development using XML, HTTP/S, Web Services, WSDL, SOAP, SOA, WSM, Security
    • Experience with mapping tools, flat-files parsers, batch processing, messaging
    • Java/C++/object oriented programming and distributed computing
    • Unix/Linux, NT, AS400 experience

Major Duties and Responsibilities:

  • Engage with customers over phone and email to resolve their technical issues with the Cast Iron Solution
  • Work effectively with customers, partners and colleagues and develop strong working relationships
  • Liaise between customers and engineering team to work together to resolve difficult issues
  • Document all correspondence with customers and provide case updates throughout the life of the case
  • Apart from providing technical support to end customers, the team is also responsible of managing and building the knowledgebase, helping the engineering and product management team to improve the quality of product

Personal Skills:

  • Proven interpersonal skills, working effectively with various levels of the organization, across many different functional areas
  • Excellent organizational skills (must be able to manage concurrent projects with different parts of the organization)
  • Self directed individual that continuously seeks out new challenges

Travel

  • This position will require occasional travel.

Education Level

  • BS in Computer Science, Computer Engineering Management Information Systems or similar technical degree

If you are interested please fill out the short application form below and paste your résumé text in the appropriate place below

Please fill out this short application form

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*This job description indicates the general level and nature of work expected of the candidate. It is not a comprehensive list of specific duties or activities associated with the position. The candidate may be asked to perform other duties as assigned. This Job Description and assigned Goals & Objectives are evolving and subject to change.