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Senior Product Support Engineer, New York, Boston

Overall Accountability and Job Summary

Develops and supports engineering staff. Provides technical leadership in creating and delivering custom product demos. Ability to configure Zweave’s products for multiple markets and product types. Provides technical assistance to customers, partners, and applications engineers worldwide on all Commercial and Federal Zweave products, including but not limited to operational, maintenance, and applications needs. Builds and enhances relationships of trust with Zweave customers and partners. Advocates customer requests and offers innovative ideas to improve product quality. Manages and trains engineering staff. High level of self-initiative and self-motivation with ability to work on multiple projects simultaneously. Ability to take ownership of issues and ensure they are resolved in a timely manner. Ability to work across teams within the company and with demanding customers.

Must have solid Computer Science skills (User and Maintenance level). Experience with basic relational database and networking concepts and processes (Oracle and/or DB2). Familiarity with Web/Application Servers (Apache, IIS, iPlanet, Tomcat, WebLogic, WebSphere) and Windows NT/2000/XP, TCP/IP, LAN/WAN. Experience with any structured or object oriented programming language.

PREFERRED – Python, Zope, Java programming language; certificate in any of related technologies.

  • Supports, monitors and manages both technical set up and delivery of online demo programs
  • Delivers and manages online support: responds to phone calls/emails in support of a specific company product. During the work hours, ensure constant coverage of support and online demo queue, according to the schedule provided by Manager.
  • Works with Engineering to aid in the resolution of customer issues including on-site assistance when necessary.
  • Walks end users through step-by-step resolutions to questions, including general inquiries as well as more challenging technical issues.
  • Document solutions to known issues through comprehensive Incident Resolution details. Create Service Technical Alerts as needed to inform the field of serious system issues. Report activities and key trends, constructing and maintaining FAQ's.
  • Develops troubleshooting guides and support debugging tools for specific product; develops internal sessions to give an overview of new versions, covering content and architectural differences.
  • Submits field discoveries of tips, techniques, and best practices to ensure these are shared throughout the Zweave organization and installed customer base; provides direction to Support on critical, complex issues.
  • Provides feedback to Development and Product Management regarding product quality, reliability, and serviceability, and accuracy and accessibility of system documentation.
  • Reviews requirement/functional specifications, product documentation, test plans and test reports and contributes to improving them.
  • Works with channel partners, system integrators, and enterprise customers to support sales efforts in any territories or accounts.
  • Streamlines customer support processes; contributes to the development of internal training activities and information sharing processes; and assists Management in their efforts to make sure that Technical Support has the required skill sets.
  • Participates in Beta Process and implementation and configuration. Upon request, responsible for on-call pager/PDA support.
  • Mentor Technical Support Engineers.

Skills/Experience:

Outstanding in a majority of the following competencies:

  • Project Management
  • Communications
  • Building Client Relations
  • Concern for Effectiveness
  • Flexibility
  • Innovation
  • Ownership and Accountability
  • Promoting Quality
  • Setting High Personal Standards
  • Taking Initiative
  • Teamwork
  • Technical Knowledge

Education:

Bachelor's Degree in Computer Science, Electrical/Mechanical Engineering, Management of Information Systems or equivalent plus a minimum of two years related technical experience in a UNIX environment.

Strong verbal and written communication skills in English. Fluency in any of the following languages a plus: Spanish, Chinese, Japanese, Hindu, French, German, Italian, and both written and spoken.

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