Tier 3 support Engineer
Hiring manager: Assaf Arbely
Description:
The Verint CES Mobile team is seeking to add an engineer to our support Tier 3 who would be instrumental in troubleshooting of our existing solution. This hands-on position requires broad engineering competence and in-depth technical knowledge of web-based, server-side solutions, as well as demonstrated experience successfully resolving complex customer issues in a dynamic environment. Successful candidates must 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 successful resolution while communicating with the end customer.
KEY RESPONSIBILITIES:
Requirements:
As a T3 engineer you will have the following responsibilities:
Technical:
- Independently troubleshoot customer issues, research solutions and resolve complex problems by analyzing product & systemic issues (Network, OS)
- Have a good high-level system understanding
- Proactive in identifying critical point of failure, raising flags & escalating issues that are of urgent nature
- Working with Engineering to provide serviceability items in legacy and new features
- Windows OS knowledge is a must. Linux OS – advantage
- Knowledge of communication protocols, WEB services and App-Servers
Customer Satisfaction:
- Willingness to “go the extra mile” to get the job done within SLAs and customer commitments
- Proven customer communication skills, work with partners and customers
- Ability to manage escalations by driving actions within Tier3 and Engineering on one hand and provide timely and clear statuses to the organization
- Detail-oriented and highly organized, ability to juggle multiple priorities and parallel projects simultaneously
- Occasionally visit customer sites
Experience & Education:
- 1 or more years’ experience in providing technical support (advantage: for enterprise)
- Advantage: experience as an IT Engineer
Personal Skills:
- Good interpersonal skills
- Good written and verbal communication skills in English
- Team player
- Ability to follow process but to remain flexible in achieving project objectives
- Ambitious, motivated, eager to learn and demonstrate values
- Working off-hours