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- Review and investigate issues raised by client and provide accurate guidance based on current documentation
- Understand client software configuration and customizations done in the following programming languages: Java, JavaScript, SQL, XML to provide the right support
- Be able to install, configure and customize solutions by following implementation guides and manuals
- Reproduce client environment data, configuration, and setup in order to investigate possible issues
- Provides information by collecting, analyzing, and summarizing development and service issues
- Utilizes software engineering tools such as configuration management systems, build processes, and debuggers in the software development process
- Collaborates and adds value through participation in peer case reviews, providing comments and suggestions
- Provides reliable solutions to a variety of problems using sound problem solving techniques
- Performs technical root cause analysis and outlines corrective action for given problems
- Work with customer and ownership for issues collaborating with higher tiers for end-to-end resolution
- Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services)
- Working in accordance with corporate support process, procedures, contractual SLA's
- Documenting all customer interactions in CRM tool in accordance with SLA
- 5+ years of overall experience in the software industry
- 3+ years in application development using Object-Oriented Programming (OOP), Java, Windows Forms, SQL
- 2+ years in technical support facing customers and resolving issues
- Excellent verbal and written communication skills
- Fast learner with ability to educate her/himself on relevant technologies
- Excellent analytical and problem-solving skills
- Excellent organizational skills, ability to set own task lists and timelines
- Thrives in a collaborative team environment
- Demonstrates ability to communicate across technology and business boundaries
- Bachelor's degree in computer science (or equivalent)
- Programming language: Java and JavaScript, Scala is a plus
- Experience with at least one of these databases: Oracle, SQL Server
- Experience with at least one of these application servers: Tomcat, WebLogic, WebSphere
- Operating Systems: Windows and Linux
- Knowledge with XML, HTML
- Familiarity with servers tuning and solving performance issues is a plus
- Experience with monitoring tools (Splunk) a plus