We are seeking talented technical support engineers to join our Customer Support team at our offices in Sunnyvale, CA. We are a SAAS company with several blue chip customers including some of the largest banks in the world.
Responsibilities include but are not limited to:
Assist with troubleshooting software application errors by replicating client issues and provide advanced technical expertise by analyzing server logs, XML code and Single Sign On information as required to replicate reported errors and work towards resolution in the integrated test environment.
Collaborate with Product management and Engineering teams to provide inputs to new releases of Cashedge applications as well as maintain existing releases
Develop in-depth understanding of product knowledge across all products and impart knowledge to clients and other team members.
Develop proactive tools to continuously improve customer support processes.
Work closely with Customers on software architecture, design, and implementation
Engage with clients at a strategic level and work towards mutually established goals that improve the business results via optimizing of processes and recommending product improvements.
Partner with internal Client Integration team to work on special projects and enhancements for clients and internal process optimization. Participate in all stages of specific client projects from kick-off through post implementation.
Manage clients by providing Level II support via phone, email and case management tools.
Demonstrates initiative and thrive in a fast-paced
To be considered, you should possess the following:
More than 4 years experience in object oriented programming and development of scalable, secure, and maintainable web applications
More than 2 years of experience in Java, J2EE and SQL development
Experience with multi-threaded application design
Experience with high availability and high volume systems a plus
Demonstrated ability to solve complex technical issues requiring in-depth research and analysis.
Articulate English communication skills - verbal and written.
Attention and accuracy to detail.
Minimum of 2 years client-facing technical support experience in a post-sales Customer Support organization
Knowledge and experience with MVC frameworks and familiarity with different view technologies (JSP, JSF) is a plus
B.S. in Computer Science or related field