Technical Support Engineer, Senior – Corticon

Technical Support @ Morrisville, NC, United States

Job Summary

In this role you will:

  • Take ownership and manages customer cases and customer expectations effectively and professionally.
  • Communicate clearly and precisely with customers to determine expectations for resolutions and provides workarounds to product defects.
  • Conduct research and troubleshoot using a variety of resources, including documentation, Knowledge Base, bug database, source code, and interact with the world wide technical and field teams via Community forums.
  • Run customer test cases when available, and develop test cases and examples as required to resolve problems, using methodical testing to isolate and identify problems.
  • Manage difficult customers and customer expectations effectively and professionally
  • Escalate issues to management or other team members
  • Document product defects and feature requests clearly in the corresponding systems. Provide Engineering with clear and complete information, when engineering assistance is required, carrying out recommended diagnostic steps and gathering information as necessary.
  • Demonstrate and apply good understanding of knowledge capturing principles (e.g. Create new knowledge resources and/or update the existing ones - product demos, KB and technical articles, code libraries).
  • Learn new product features and technologies.

Required Skills:

  • BS or MS in Computer Science or Software Engineering
  • Solid coursework and/or internship experience using Java or another Object Oriented Language
  • Solid coursework and/or internship experience with web development
  • Experience as an intern or coop in implementation, support or development in enterprise business applications using Java and other web related technologies.
  • Working knowledge/ understanding of SQL and Database technologies
  • Working knowledge/ understanding of XML, HTML , REST, SOAP, SSL , HTTP etc.
  • Working knowledge/ understanding of Eclipse or other such IDE's
  • Comfortable working on both Unix and Windows operating systems
  • Comfortable working with different application servers
  • Strong problem analysis ,diagnostic and solving skills
  • Learns new technologies independently
  • Works independently and meets tight deadlines
  • Not afraid to ask questions and willing to seek out answers
  • Excellent interpersonal skills in order to interact with peers on premise and remote
  • Excellent verbal and written communication skills in English
  • Adapt to new web technologies along with advancements such as OS, cloud and mobile computing

Desired Skills:

  • Experience with Groovy, Grails, ExtJS, JavaScript, and related web technologies
  • Exposure to installing, configuring and administering Web-based applications, Relational Databases
  • Familiarity with software development tools and environments
  • Experience in an agile scrum development environment
  • Experience with cloud application development is a plus


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