Job Description SummaryProvides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Impacts departmental operations and responsible for planning/execution. The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures. Some judgment may be required but this is typically with guidance.

Job Description

Roles and Responsibilities

Investigate and resolve issues related to various areas of our software solutions, including configuration, user interface, network and communication connectivity, performance, cloud and on-premise interoperability, data management, visualization, analytics, machine monitoring, hardware infrastructure, and integration with enterprise systems.Develop a foundational understanding of your professional discipline, which may encompass specialized support roles or technical expertise across a broad spectrum.Apply general business knowledge acquired through education or prior experience, recognizing how your team's efforts contribute to the organization's objectives.Uses some level of judgment and has the ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.Manage and track incidents using ServiceNow, ensuring issues are prioritized and resolved within defined service level agreements (SLAs).Work closely with Engineering, Product Support, GEV Partners, and Business Development teams to manage the incident lifecycle.Develop and maintain comprehensive documentation, including user guides, technical notes, and FAQs, to assist customers in troubleshooting common issues independently. Participate actively in Show and Tell sessions.Provide guidance and mentorship to less experienced support engineers, enhancing their troubleshooting skills and overall performance.Act as the primary liaison for critical incidents, ensuring clear and timely communication with customers during service disruptions.

Required Qualifications

For roles outside of the USA- This role requires advanced experience in the Services & Digital Customer Support Engineering. Knowledge level is comparable to a Bachelor's degree from an accredited university, preferably in science, technology, engineering, and mathematics (STEM).Minimum of 5 years of experience in customer support roles.

Desired Characteristics

Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.Familiarity with administration processes in a variety of operating systems, such as Linux/Unix, Microsoft Windows Server.Ability to manage multiple customer support activities simultaneously.Experience supporting applications written on programming languages such as Magik, Java, C++, or Python.Good understanding of cloud platforms such as AWS and Azure.Knowledge of containerization and container management, including tools and methods for operating containers.Knowledge of RDBMS like Oracle, PostgreSQL, or SQL Server.Basic understanding of networking concepts, including protocols, load balancing, and security.Exceptional troubleshooting and problem-solving skills, focusing on root cause analysis and sustainable solutions.Experience with ServiceNow, Jira, Confluence, Git, Azure DevOpsNice to have: Programming skills in (Magik, Java / C++ or Python)Nice to have: Prior experience with K8s, Docker, Helm, Rancher

Certifications: Relevant certifications such as RHCE, CCNA, ITIL are preferred.

Additional Information

Relocation Assistance Provided: No