Support Services Engineer Position Available In Hillsborough, Florida
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Job Description
Responsible and accountable for providing technical support to our contracted maintenance support customers.
Detailed knowledge with assigned customers and their environment by reading the design documents and reviewing the code.
Build strong relationships with customers.
Meet resolution service level objectives for severity 1, 2, 3 and 4 issues with customer issues and ensure up-to-date details on each open case.
Ensure peak production performance by performing research and initiating actions to improve results and/or problem correction if not meeting expected results.
Provide the technical expertise, system knowledge, and applicable code updates to support production & test efforts as it relates to customer problems, issues and concerns.
Generate reports, files, and documentation to manage open customer issues and to meet contractual SLA requirements.
Engage / drive Product Development to resolve customer problems, issues, and concerns that require core code changes.
Ensure customers have the most current software releases/updates. Install the new releases in a VM environment, conduct reviews of code release notes to evaluate potential problems, and do thorough testing before providing code and technical guidance to customers.
Share knowledge and best practices with other company personnel.
Participate on a rotating ‘on call’ schedule that provides system support on a 24 X 7 basis, 365 days/year for customers contracted for afterhours support. BS degree in Computer Science, Information Systems or related field or equivalent work experience3 – 5 years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.3 â 5 years’ experience with C#/.NET coding3 â 5 years Software Engineering experienceHTML5, CSS3 and ReactAngular highly preferredStrong troubleshooting and error analysis skillsWorking knowledge of database environment, utilities and SQLFamiliarity and execution of testing methodsMust have experience working with Visual StudioSolid understanding of software development lifecycle
Required Interpersonal Skills:
Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients.
Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.
Good interpersonal skillsGood control and follow-up skillsGood decision making skillsProactive ListeningStrong leadership skillsAbility to excel in a team environment is essential under limited supervision.
Ability to travel up to 10%
Required Project Management Skills:
Strong prioritization skills in a fast paced, time sensitive environmentDemonstrated accountability for resolution of issuesAbility to lead small projects with guidanceIdentification of tasks and associated hoursAbility to communicate status updates to management
