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Technical Support Analyst

Company: Software AG
Location: Reston
Posted on: November 11, 2019

Job Description:

The Technical Support Analyst is responsible for delivering quality software support to Software AG customer and partner engineers, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction. The TSA independently resolves technical and application problems. Support is provided via voice and electronic means.
Tasks and Responsibilities:

  • Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of complex problems requiring an in-depth evaluation of various factors.
  • Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criterion for obtaining results.
  • Effectively manage customer escalations associated with complex problems. End result should be high level of customer satisfaction.
    ABOUT YOU
    • Bachelor's Degree / Master's in Computer Science
    • 0-3 years professional experience IT Skills:
      • Java, JVM, Object Oriented Programming, Enterprise Application Programming
      • In-depth knowledge of relational databases (Oracle, SQL Server, DB2) and SQL
      • Operating systems (Windows, Linux), Networks
      • Messaging standards like JMS
      • HTML, CSS, JavaScript, Ajax
      • Web Services, REST
      • Application Servers such as Tomcat Additional Requirements/ Soft Skills:
        • Strong communication skills and proven abilities in a customer facing or customer support role
        • Proven strong complex technical problem-solving ability WHAT YOU CAN EXPECT
          • The employees are smart, friendly and welcoming
          • Free underground parking - never get wet or shovel snow
          • Health Insurance starts your first day on the job
          • Three weeks paid vacation & three weeks paid sick leave
          • 10 paid holidays (including a floating holiday and a community service day)
          • 401(k) Plan with up to 5% employer match
          • Business Casual office
          • Ping Pong Tournaments
          • Kitchen on every floor with cable TV - also, free snacks & cold drinks

Keywords: Software AG, Reston , Technical Support Analyst, IT / Software / Systems , Reston, Virginia

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