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For your reference, we have included the original job posting below.
Senior Technical Support Engineer
Job Number:
24186091
Company Name:
Kofax, Inc.
Job Location:
Bedford, MA US
Job Category:
Information Technology
Senior Technical Support Engineer
Senior Technical Support Engineer Tracking Code U317 Job Description The Senior Technical Support Analyst role is a senior level technical position, responsible for driving a high level of customer satisfaction by analyzing, tracking and resolving complex back line incidents for customers via the web, email and phone. Detailed interaction with other departments such as Product Development and Consulting is required to ensure delivery of complete solutions to customer issues. The ideal candidate must have strong intellectual skills, the ability to function in a dynamic, fast paced and team-oriented environment, and an excellent work ethic. Leverage experience and technical competence to know and apply the appropriate medium for communication in each case Assist with addressing customer escalations, including participating in and providing technical input for critical customer issues Properly identify and communicate potential escalations to Technical Support management Ensure all Support Web incidents are accurately and completely documented Report software issues to Product Development via documented processes and procedures, including replicating the issue when possible and performing all due diligence Identify workarounds to bugs and customer issues whenever possible Understand and apply Technical Support policies and procedures for processing, escalating and resolving customer incidents Understand and use the Technical Support online Support Tool - Support Web - including how to update, escalate and resolve incidents Review and provide feedback on product documentation Contribute to training and development of ATSA's and TSA's, including acting as a direct mentor when required Aggressively contribute to the Support Web Answers by creating new Answers and updating existing Answers Understand and be familiar with the Technical Support Guide Manage multiple critical customer issues simultaneously Adhere to required working hours and parameters, including after hours on-call assignments Attend training and take initiative on own to develop and advance technical knowledge with 170 Systems Software Programs and associated third party software programs Assist with building and maintain internal Technical Support customer environments Act as Technical Support Account Manager as required Participate in cross functional teams, task forces and other cross departmental initiatives as needed Deliver internal and external training as required Identify areas for organizational improvement and develop Technical Support best practices, process, policies and procedures Perform content review and content management for Answers in Knowledge Database Assist with and/or lead customer implementations and projects Contribute content to organization and company publications such as the Technical Support Guide, Company Monthly News Letter Participate in Customer Events - including leading a technical seminar as required Required Experience Experience and/or strong interest in technical support and/or customer service experience Strong oral and written communication skills Excellent issue management and problem solving skills Demonstrated technical skills in some or all of the following areas: RDBMS architecture Database access tools and languages (SQL, PL/SQL, PLSQL Developer, TOAD) Enterprise software architecture, design and development, and customization (Oracle Financials, SAP) Java - including Java Developer Toolkit (JDK), Java Runtime Engine (JRE) and J2EE compliant applications Web based languages such as HTML, Perl, Cold Fusion and others ERP Solutions and Financial Applications such as Oracle, PeopleSoft or SAP BS or BA in Computer Science or related field Candidate must be willing to work on-call and carry a pager on a rotating basis. Job Location Bedford, MA, US. Position Type Full-Time/Regular
