Job Description

Software AG is the software pioneer of a truly connected world. Since 1969, we\xe2\x80\x99ve helped 10,000+ organizations turn data into decisions. Our industry-leading suite of , and products creates a flow of data between people, departments, systems, and devices. We connect people and technology for a smarter tomorrow.

Our story goes beyond technology. We put people first \xe2\x80\x93 employees, customers, and partners. We build strong teams and cultivate relationships that last. We provide incomparable products, solutions, services, and technical excellence for our customers. We are a team of over 5,000 colleagues across 70+ countries who value inclusion, integrity, and innovation. Our size means everyone has an impact and every voice is valued. We are big enough to compete and small enough to care.

Position Purpose
The Engineer 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 Engineer independently resolves technical and application problems which involve low-level complexity and typically can be handled quickly. Support is provided via voice and electronic means. He works under close supervision on tasks that are more complex in nature.

Essential Job Functions

Provide professional, courteous and prompt technical support for assigned system level software products. This includes moderate scope problem prioritization, analysis, and 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.

Assist in analysis and research of technical customer problems. Involve more senior personnel in a manner that conserves staff time and yet provides resolution and consistent customer communication in a timely manner.

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.

Consistently instruct internal and external customers on resources available for self-service (e.g. eService).

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.

Identify continuous improvement activities that will allow us to be more effective and efficient in providing service to our customers.

At Software AG we are committed to providing an environment of mutual respect and fairness where equal employment opportunities are available to all applicants and employees without regard to race, colour, religion, gender, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, and any other characteristic protected by applicable law.

We believe that diversity, equity, and inclusion is critical to our success as a global company, and we seek to recruit, compensate, develop, promote, and retain the most talented people from a diverse candidate pool.

Software AG