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Technical Support Engineer (Professional Services)

Job Description
The Technical Support Engineer is a key technical contributor who will be the first point of contact for the customers and be responsible for providing phone support services on wireless based, RFID solutions and related third party products to customers in Europe, Asia and America.
•Function as primary customer contact for all incoming and assigned customer cases by providing 24X7 telephone, web, and email based technical support for products.
•Re-creating customer problems and testing customer configurations in-house to help diagnose problems
•Coordinating and driving activities within the company to address customers' needs.
•Escalate customer issues and request assistance as appropriate.
•Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to quickly provide technically accurate and complete solutions.
•Constantly seek to proactively identify opportunities for improvement in all processes, communication, and documentation.
•Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.

Experience:
•3-5 years of experience in as a Support/Field/Sales Engineer including enterprise software installations
•3+ Years of experience with:
•OracleSql Server DBs -Must
•Supporting Applications Ability to trace and debug J2EE Web Applications -Must
•Experience in one or more of the following is advantage:
•Wireless LAN
•Cisco Infrastructure
•APP ServersJBOSS
•Linux
•A BIG plus: Experience in Location systems – Cisco 2700 LBS/WCS, MSE, General TDOA and/or RSSI, CCNA certified.


Attributes:
•Excellent English written and verbal communication skills.
•Strong analytical and trouble shooting skills.
•Must be able to quickly learn a broad array of technologies and apply knowledge to real-world problems.
•Must be a flexible team player that is willing to jump in to help others wherever necessary.
•Ability to handle difficult or sensitive situations with diplomacy and tact.
•Demonstrated ability to work in fast paced, high demand environment.


Technical Support Engineer (Professional Services)