Technical Support Engineer
SDL
Kiev, UA
2 днів тому

Tridion DX Support Engineer

Purpose of Role

The Customer Support Engineer (CSE) applies deep technical and customer support experience to deliver high-quality support services and programs that achieve excellent customer satisfaction.

The CSE builds strong credibility with customers, partners and internal stakeholders through superior customer service skills and technical know-how.

Key Responsibilities :

  • Effectively and efficiently supports customers on a variety of products by providing advice and guidance on the use of products and resolving issues
  • Provides real-time response resolution to customer support inquiries for both on-premise and Cloud customers
  • Interacts with customers over the phone, via e-mail, and in online support sessions, using a structured approach to problem-solving
  • Independently manages and prioritizes workload to achieve deadlines and KPIs.
  • Maintains support case status, including root cause, within the support case management system
  • Exercises independent judgement in selecting troubleshooting methods and techniques for bringing issues to resolution
  • Applies deep customer service and product skills to quickly determine the nature of the customer issue and identify an appropriate course of action.
  • For example : user errors vs. technical issues

  • Ensures continuous monitoring / follow-up of customer issues until they are resolved, collaborating with other product support engineers (SDL TMS, SDL WorldServer, SDL Language Cloud) to resolve cross-product issues
  • Escalates issues and involves others where needed to achieve a successful resolution.
  • Improves customer service by contributing to knowledge management resources, identifying and communicating software defects and / or enhancements to product development, and identifying new information that would be helpful to customers
  • Experience Required

  • Proven track record in multi-tasking, working under pressure and meeting customer SLAs on an ongoing basis
  • Ability to work both independently and as part of a team
  • Demonstrated concern in taking action for meeting and exceeding customers’ expectations and requirements.
  • Proven commitment to learning and development by proactively seeking and acting upon opportunities to grow new capabilities, experience, skills, and knowledge.
  • Good knowledge of Microsoft Windows platforms (Windows Server 2012, 2016, etc.)
  • Experience with SQL Server queries and commands
  • Knowledge of common applications and file formats (DOCX, RTF, PPTX, XLSX, HTML, XML, etc.)
  • Excellent verbal and written communication skills in English, with the ability to effectively communicate complex technical issues to technical and non-technical users
  • Desirable skills

  • Good working knowledge of two or more of the following : DITA, Java, JavaScript, JSON, Tomcat, IIS, ADFS / SSL Certificates, XML, XSL, XSLT, XQuery, XPath, REST API, Windows Server Administration, web / network debuggers, or any other scripting or programming language.
  • General Knowledge of two or more of the following : XML, Windows Server Administration, SQL Server, SQL query language, PowerShell, Networking, Web Debugger, Fiddler, Packet analyzers, or other web-related technologies
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