Application Support Engineer II

We are offering an opportunity to be part of CallMiner's unique application support team to help customers get the most from their state-of-the-art SaaS solutions.

An Application Support Engineer II will resolve customer software issues, share knowledge with colleagues to help improve our service levels as well as deliver exceptional customer service. They have full responsibility for managing technical support cases for our customers, engage in information gathering and sharing, perform analytical troubleshooting and problem research as they collaborate with other departments as necessary.

Requirements

• Provide answers to clients by identifying problems researching answers and guiding client through corrective steps
• Improve references by writing and maintaining documentation
• Follow up and make scheduled callbacks to customers where necessary
• Provide technical expertise and ownership of solutions
• Communicate continually with the client and project teams
• Efficiently and methodically troubleshoot technical issues
• Execute and document system validation protocols such as installation and operational qualifications
• Maintain client confidence and protect operations by keeping information confidential
• Provide technical support for CallMiner's Eureka product family
• Investigate, troubleshoot, understand and debug CallMiner's software
• Work with different server technologies to find timely and creative solutions to customer questions and requests
• Collaborate with our development and platform teams to help host and improve CallMiner applications
• Manage customer cases within the service level agreement boundaries
• Write best practices and solutions for our knowledge base
• Provide support status to the support manager and team

Qualifications:

• 3+ years experience in an Application Support Engineer role or similar technical role.
• Associates or Bachelor's Degree in Computer Science, Computer Information systems, Network Administration or similar
• Experience troubleshooting enterprise level .NET applications is essential
• Strong technical and analytic skills
• Strong written and oral communication skills
• Strong interpersonal and customer care skills
• Experience scripting in Batch, Powershell, or any other command line is essential.
• Microsoft SQL Server 2008, 2012, 2016 basic administration and usage, including queries, stored procedures, and SQL jobs
• Windows Server 2008, 2012, and 2016 OS installation, customization, configuration and troubleshooting
• Knowledge of networking, including gateways, firewalls, and routers, and how to troubleshoot connectivity problems
• Knowledge of PC architecture including specification, installation, configuration, and support of both x86-based and x64-based hardware
• Internet Information Services configuration and troubleshooting
• Ability to work successfully in a highly distributed team, including our team overseas

Preferred Qualifications:

• Understanding of Windows domain security and authentication
• Experience with Telco, VOIP, and recording systems a plus
• Experience with MongoDB and Kerberos Delegation a plus
• JIRA/Confluence experience a plus
• RabbitMQ experience a plus
• 2+ years of relevant industry experience, software/hardware support companies preferred

Benefits

About CallMiner

CallMiner is the global leader in conversation intelligence. Powered by AI and ML, CallMiner delivers the industry's most comprehensive platform to analyze omnichannel customer interactions at scale. We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth and transformational change. CallMiner is trusted by the world's leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

CallMiner's core set of values - from teamwork and ownership to success and joy - serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.

Our strong commitment to a positive workplace has earned us the recognition of a 2021 Top Place to Work by the Boston Globe and a 2022 Top Workplace USA by Energage.

Benefits + Perks

At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO including an annual volunteer day, paid maternity and parental leave, commuter benefits and more.

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state or local laws.