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For your reference, we have included the original job posting below.
Sr. Tech Support Engineer
Job Number:
43879350
Company Name:
Kelly Services
Job Location:
Burlington, MA US
Job Category:
Information Technology
Sr. Tech Support Engineer
• Work with Product Marketing to define customer requirements for new product releases. • Work with Research and Development to locate and resolve product defects. • Work with Quality Assurance to improve testing processes to locate issues within new customer environments. • Work with Program Management to outline Technical Support deadlines for product releases and updates. • Work with Development and QA to review all product defects to determine product release status and required fixes for product updates. • Work with Documentation Teams to review and provide feedback on all product documentation. • Manage product release Beta cycles, including participant communication, test plan creation, defect analysis, data collection and submission to R D for resolution. • Handle all support ticket escalations through phone and email from lower level Technical Support groups. • Work directly with Partners, Distributors and Large Corporate Accounts to resolve customer/user issues. • Provide technical backup for Sales Teams to close deals with corporate accounts. Write training documentation for product releases. • Provide remote and onsite training sessions to Partners and lower level Technical Support groups. • Analyze product defect reports and support tickets to mine issues for online knowledge base. • Write technical articles for online knowledge base. • Write technical documentation detailing solutions provided within product updates. Qualifications: Number of Years of Work Experience 3-6 years providing remote Technical Support Required Skills: • Willingness to own problems and see them to completion • Strong, structured analytical skills, including problem solving Microsoft Windows software issues • Excellent written and verbal communication skills • Strong knowledge of Windows Operating Systems, with focus on Server Technology Preferred Skills: • Knowledge of IT infrastructure including Active Directory Domains, MSFT Exchange, SQL Databases • Knowledge of Document Management Systems including MSFT SharePoint, Interwoven WorkSite, OpenText DM, etc. • Knowledge of Programming languages • Multilingual is a plus Education: 4 year College Degree in Computer Science or equivalent
