Technical Support Engineer

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Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 90 percent of the Fortune 100. Precisely's data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. We are looking for talented individuals with the experience and motivation to join our innovative, fast-paced Precisely Team.

In Precisely, Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful.  Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their Precisely EngageOne investments. Dedication to customer satisfaction, along with strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.

THIS ROLE IS REMOTE AND CAN BE PERFORMED FROM ANYWHERE IN THE UK

Responsabilities

YOU WILL:

Provide world class technical support via phone, email, and remote connections.

Effectively document and record client issues in a case management system.

Communicate with customers effectively and per SLA requirements to uphold customer satisfaction standards.

Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.

Debug and provide recommended solutions and tools to address product issues and enhancements.

Continuously learn new technology, tools, systems, and share that knowledge within the team.

Create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.

Rotational Off-hours and weekend shifts for on-call support.

Qulaifications

YOU HAVE:

BS degree in Information Technology, Computer Science or equivalent experience

Excellent English communication (oral and written)

Exceptional analytical and troubleshooting skills

Self-motivated and organized when working with difficult problems and tight deadlines.

Experience/Familiarity with programming or scripting languages, such as Java and JavaScript.

Understanding relational databases including SQL execution, tuning, and configuration.

Understanding of debuggers, system utilities, and performance monitoring tools on multiple platforms.

PREFERRED REQUIREMENTS: 

Prior experience in a support or customer service role, using CRM systems such as Salesforce.com.

Experience or familiarity with Precisely EngageOne products or other similar solutions.

Knowledge of UNIX/Linux systems (AIX, Red Hat EL, Solaris, HP-UX).

Familiarity with Cloud Services

Experience with Mainframe systems

Distributed computing experience including networked clustering, cloud services, and load balancing.