Technical Support Engineer (Oracle/Web)
InfoVista is a world-leading provider of Service Level Management software solutions. InfoVista designs, develops and markets technologically advanced software which monitors, analyses and reports on the performance and quality of service of information technology (IT) infrastructure, including networks, servers and applications.
We are seeking a Technical Support Engineer (within our US HQ) to provide InfoVista expertise to our customers and professional services team.
The America’s Customer Support Department along with the European team (Paris, France) and Asia Pacific Team (Singapore), allows us to provide assistance to our worldwide customers.
The Technical Support Engineer is responsible for the following:
- Communicate with internal and external customers in order to resolve technical issues on InfoVista software products
- Work with customers to gather technical data: Using our knowledge base and available troubleshooting tools, ensure that all information is retrieved at once to be able to solve problems relating to known defects promptly.
- Test & provides workarounds for customer issues & notifies management of any potential escalations
- Test & recreate issues before escalating to development and work with development to resolve problems that are code related
- Maintain clear ticket documentation
- Acquiring & maintaining current knowledge of relevant product offerings in order to provide technically accurate solutions to our customers & record these solutions in our Knowledge base
- Provide outstanding and timely customer service & work effectively in teams with customers, engineering, professional Services…
Candidates must meet the following qualifications for this position:
Education:
- Bachelors degree
Technical Skills:
- Minimum Network Knowledge required (TCP/IP, Routing)
- Database handling experience (able to develop SQL queries to retrieve information from customers’ databases, Oracle experience is a plus).
- Web Servers: Apache, (IIS and/or Tomcat is a plus). Minimum troubleshooting experience desired.
Supported Platforms:
- UNIX (Solaris) Administration (2-years experience- REQUIRED)
- Three to five years experience in customer service (support, professional services), preferably in a networking environment.
- Candidates must have excellent customer service skills and excellent oral & written/documentation skills.
For consideration please submit resume to: jobs@infovista.com
EOE/M/F/V/D
InfoVista enables managed service providers, mobile operators, broadband operators and enterprise IT organizations to ensure the availability and quality of the services they deliver at the lowest possible cost, empowering these organizations to successfully make the transformation from infrastructure providers to service providers. Our customers rely on InfoVista’s proven solutions for service and infrastructure performance management to successfully launch new and high performance services, foresee potential service issues before they impact end users, reduce customer churn, and invest appropriately. Sample customers include Bell Canada, Bharti, BNP Paribas, Cable & Wireless, Citigroup, Deutsche Telekom, JP Morgan Chase, KPN International, SFR, T-Mobile, Telefonica, and Telstra. InfoVista is traded on the Euronext Paris (FR0004031649) and can be found online at www.infovista.com.