DenverRecruiter
the smart solution for Denver jobs

Enterprise Support Engineer

Company: EMS Software
Location: Englewood
Posted on: June 14, 2018

Job Description:

EMS Software is seeking a leader in providing an extraordinary customer support experience through rapid, accurate technical assistance and responses to the most complicated and highest priority support requests. This is a highly technical role and the Enterprise Support Engineer is viewed as a trusted adviser by our customers and support team members. This role acts as an escalation path and generously advances the knowledge of the support team. A high degree of creativity, judgement and latitude is expected. This role will frequently direct the work of others, both internally and with external customers. The incumbent in this position will provide product insight and analysis to increase the efficiency and effectiveness of the support department as well as establish a strong relationship with strategic customers. RESPONSIBILITIES:

  • Accepts responsibility for the resolution of the most complicated and highest priority application and environmental issues. Creatively devise reasonable workarounds for undesirable results, if possible.
  • Respond to internal case escalations coming from within the support team as well as Prof. Services team with advanced troubleshooting, providing solutions, techniques and direction to complicated issues. Provide accurate suggestions for next best troubleshooting steps.
  • Constantly seeks to review and learn from each closed Engineering escalation, seeking to eliminate non-code escalations to Engineering
  • Write technical articles, develop SQL scripts and tutorials on some of the basic to intermediate level uses cases using our APIs and Platform Services.
  • Act as a Subject Matter Expert for Advanced EMS Features such as our APIs, Platform Services, Skype Integration, Mobile App integration, Exchange Integration, HR Toolkit & SQL Database Optimization techniques so as to be able to perform troubleshooting sessions with customers and internal stakeholders.
  • Resolves complex environmental issues for large enterprise customers related to authentication, firewalls, networking, mobile app deployment & system performance.
  • Monitor trending technical support issues and occurrence rates to identify issue patterns. Alerts manager to any spikes or urgent product issues.
  • Diagnose code samples from customers for advanced testing purposes to identify issues and document them completely prior to internal escalation.
  • Support large enterprise customers as they develop customized use cases for the core EMS products and services.
  • Proactively test new feature releases, inclusive of complex areas of API and integration to provide feedback for product improvement.
  • Documents solutions as knowledge base articles for future reference for support staff and customer FAQs.
  • Must be flexible to work weekends, off hours or holidays as per business needs. QUALIFICATIONS:
    • 8+ years of experience in technical support with an enterprise application or 5+ years as a Software Quality Engineer.
    • 4+ years of experience in advanced troubleshooting of technical solutions with technologies including SQL Server, IIS, Web Services, API and MS Exchange or equivalent experience in similar technologies.
    • Strong understanding and experience with enterprise applications, including performance, interaction, and conflict/troubleshooting, with an in-depth understanding of server operating systems such as Windows
    • Proven troubleshooting experience with common identity management solutions and authentication strategies including LDAP, ADFS, SAML, OpenID, CAS & Shibboleth.
    • Troubleshooting knowledge around enterprise scale environments for Networking, Load Balancing, Firewall & Proxy
    • Strong understanding or experience with SMTP or in-depth experience with Microsoft Exchange.
    • Excellent verbal, written and interpersonal communication skills: You will be writing, presenting to and speaking with customers and product engineering colleagues regularly.
    • Great debugging skills: You will be identifying why applications arent working, often with limited information.
    • Ability to analyze customers EMS architecture and configuration to provide recommendations that meet their business needs and expected outcomes in a scalable, sustainable solution.
    • Experience in providing developer support is a big plus. EMS Software is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status. We are committed to hiring a diverse and talented workforce, supporting integrity in the workplace and an entrepreneurial atmosphere.

      Keywords: EMS Software, Denver, Enterprise Support Engineer, Engineering, Englewood, Colorado

      Click here to apply!

      Didn't find what you're looking for? Search again!


      I'm looking for
      in category
      within


Other Engineering Jobs


SUE Technician ll
Description: Cardno is a professional infrastructure and environmental services company, with expertise in the development and improvement of physical and social infrastructure for communities around the world. br (more...)
Company: Cardno
Location: Denver
Posted on: 06/18/2018

DOCSIS Test Engineer II
Description: Client Reference Code: 220829Charter Communications is America's fastest growing TV, internet and voice company. We're committed to integrating the highest quality service with superior entertainment (more...)
Company: Spectrum
Location: Englewood
Posted on: 06/18/2018

Data engineer
Description: Let companies apply to you,
Company: Hired
Location: Littleton
Posted on: 06/18/2018


Process Engineer
Description: Process Engineer needed with BSChE required, advanced degree a plus
Company: Confidential
Location: Denver
Posted on: 06/18/2018

Test Engineer
Description: Our mission: The multi-billion-dollar automotive aftermarket industry is undergoing an exciting, digital evolution, and an abundance of technology product opportunities exist to shape new ways that vehicles (more...)
Company: Derive Systems
Location: Broomfield
Posted on: 06/18/2018

Data & Integrations Engineer- Red Robin
Description: Data Integrations Engineer- Red Robin Based out of our Home Office in Greenwood Village, CO, The Data Integrations Engineer is responsible for the maintenance, improvement, cleaning, and manipulation (more...)
Company: Red Robin
Location: Englewood
Posted on: 06/18/2018

Satellite TV Technician/Installer
Description: Job Duties and Responsibilities br br Do you enjoy physical indoor/outdoor work, talking with people, providing customer service and learning new technologies Are you seeking an opportunity where (more...)
Company: DISH
Location: Arvada
Posted on: 06/18/2018

Physical Design Engineer #E454
Description: Engineering Marvell Semiconductor, Inc. at Longmont,
Company: Confidential
Location: Denver
Posted on: 06/18/2018

Physical Design Engineer #E454
Description: Engineering Marvell Semiconductor, Inc. at Longmont,
Company: Confidential
Location: Denver
Posted on: 06/18/2018

Military - Automotive Mechanic - Sterling, CO
Description: Military - Automotive Mechanic - Sterling, CO Transwest of Sterling is looking for experienced Automotive Technicians who are looking for the opportunity to maximize their income potential and have a (more...)
Company: TRANSWEST
Location: Denver
Posted on: 06/18/2018

Log In or Create An Account

Username:
Password:
 

Forgot password?


Find us on Facebook

Find us on LinkedIn

Get the latest Colorado jobs by following @recnetCO on Twitter!

Denver RSS job feeds