Actimize Technical Support Engineer

Senior Actimize Technical Support Engineer

Main responsibilities:

• Review and investigate issues raised by client and provide accurate guidance based on current documentation
• Understand client software configuration and customizations done in the following programming languages: Java, JavaScript, SQL, XML to provide the right support
• Be able to install, configure and customize solutions by following implementation guides and manuals
• Reproduce client environment data, configuration, and setup in order to investigate possible issues
• Provides information by collecting, analyzing, and summarizing development and service issues
• Utilizes software engineering tools such as configuration management systems, build processes, and debuggers in the software development process
• Collaborates and adds value through participation in peer case reviews, providing comments and suggestions
• Provides reliable solutions to a variety of problems using sound problem solving techniques
• Performs technical root cause analysis and outlines corrective action for given problems
• Work with customer and ownership for issues collaborating with higher tiers for end-to-end resolution
• Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services)
• Working in accordance with NICE support process, procedures, contractual SLA’s
• Documenting all customer interactions in CRM tool in accordance with SLA

Required Experience:

• Overall, 5-7 years of experience in the software industry
• Excellent verbal and written communication skills
• Fast learner with ability to educate her/himself on relevant technologies
• 3 years of experience with application development using Object oriented, JAVA, Windows Forms, SQL
• 2 years in technical support facing customers and resolving issues
• Excellent analytical and problem-solving skills
• Excellent organizational skills, ability to set own task lists and timelines
• Thrives in a collaborative team environment
• Demonstrates ability to communicate across technology and business boundaries
• Bachelor's degree in computer science (or equivalent)

Required Skills:

• Programming language: Java and JavaScript. Scala is a plus
• Experience with at least one of these databases: Oracle, SQL Server
• Experience with at least one of these application servers: Tomcat, WebLogic, WebSphere
• Operating Systems: Windows and Linux
• Knowledge with XML, HTML
• Familiarity with servers tuning and solving performance issues is a plus
• Experience with monitoring tools (Splunk) a plus