• Verint CES division is seeking to add a sustaining engineer to our customer success technical team, who would be instrumental in troubleshooting our most advanced analytics solution. This hands-on position requires broad engineering competence and in-depth technical knowledge of application software troubleshooting, as well as demonstrated experience successfully resolving complex customer issues in a dynamic environment.

Successful candidates must have an ability to review and analyze problems in code level, be motivated to work in a data-driven environment, have a desire to drive process improvement, and capable of driving high-level ambiguous issues towards a successful resolution.

KEY RESPONSIBILITIES: 

As our team member you will have the following responsibilities:·

• Troubleshoot customers’ issues, research solutions, and resolve complex system problems by analyzing product & environment issues (WebApps, Network, OS, databases).
• Be able to troubleshoot issues and deliver code fixes over time
• Proactive in identifying the critical points of failure, raising flags & escalating issues that are of urgent nature.
• Working with Engineering teams to provide product improvements to make the system more robust and easier to maintain.

Customer Satisfaction:

• Willingness to “go the extra mile” to get the job done within SLAs and customer commitments.
• Proven customer communication skills/state of mind, work with partners and customers.
• Ability to manage escalations by driving actions within different Engineering levels on one hand and provide timely and clear statuses report to the organization on the other hand.
• Detail-oriented and highly organized, ability to juggle multiple priorities and parallel projects simultaneously.