Job Description

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

• Develop product experience by installing, testing and using software products and attending formal and informal classes.

• Provide professional, courteous and prompt technical support which includes moderate scope problem prioritization, analysis, and resolution

• Assist in analysis and research of technical customer problems. Involve more senior personnel where required

• 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.

• 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).

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

• Proven technical problem-solving ability

• Leverage opportunities to develop his / her skills, qualifications, knowledge and soft skills (learning orientation)

• Basic Software AG product line(s) skills necessary

• Ability to effectively prioritize customer problems and manage multiple requests/expectations at once

• Recognized as a team member who is actively involved in attacking issues, while maintaining an excellent attitude contributing to the overall high morale of the team

• Excellent interpersonal and written communications skills. Continue to develop professional, interpersonal and customer relations skills

• Ability to interact with customers by providing support via phone, web, and email; as well as team-oriented interaction with all Support teams, field, and operational organizations \xe2\x80\xa2 Basic debugging skills

• Bachelor\xe2\x80\x99s Degree or higher in fields such as (but not limited to) Software Engineering, Computer Science

• Basic technical knowledge of Mainframe, UNIX/Linux, Windows or Open VMS

• Expertise in program logic applicable to the product line.

Software AG