The Technical Support Engineer (TSE) is responsible for delivering quality software support to Software AG engineers/customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction. The TSE can independently handle moderately complex technical problems in his area of product expertise, and can develop solutions through research, collaboration or problem replication. TSE works with general guidance from senior engineers and management, and in some areas may work independently.

Essential Job Functions 

Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes moderate scope problem prioritization, analysis, troubleshoot and devise resolution for issues requiring a review of identifiable factors. Exercise judgment within defined procedures to determine appropriate action. End result should be high level of customer satisfaction.

Conduct analysis and research of moderately complex technical customer problems. Provides timely resolution and consistent customer communication.

Analyze SoftwareAG product logs, if applicable to the product line, analyze related information such as Java thread dump, heap dump, network log & garbage collection logs to provide root cause analysis and solutions for issues related to system memory management, clustering, SMTP, TCP/IP, SNMP, HTTP and HTTPs.  

Execute Unit-Test fixes and when essential, regression test, bug fixes to ensure regression-free solution and production functioning per specifications.

Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates. Plans should include Service Request Tracking System notes documenting environment, problem description, analysis, next steps (with task owners and dates), and a comprehensive solution description.

Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledgebase.

Demonstrate initiative in acquiring product skills in a single product family on several platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.