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Support Engineer

Company: Temenos
Location: Broomfield
Posted on: June 21, 2019

Job Description:

Temenos (Previously Avoka) is looking to add Application Support Specialist to join our Technical Support/Customer Care team based in our Broomfield Colorado Office. The role is expected to take ownership of assigned support tickets and be required to work collaboratively with other team members to provide 2nd level diagnosis of complex customer / partner reported issues, resolve problems, and suggest workaround or code fixes where required. The Application Support Engineer will help diagnose product issues and work with the escalation team and development when necessary. You will work in the global customer care team and work closely with other teams both locally and globally. Please note that this is not a development role, it is important that candidates with a development background can show clear evidence of having supported a major enterprise application and want to build a career in support. As part of the Global Customer Care team you will be responsible for: * Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success * Serves as the liaison between Avoka and the customer * Monitor ticket queue and allocate tickets to own workload and other colleagues * Triage new tickets and manage the work to be done * Follow up with other teams to ensure communication or resolution in a timely manner * Resolve ticket or escalate as required * Manages customers' issues and keeps them informed of progress * Follows up, tests, and troubleshoots as necessary * Research documentation to find how to resolve a ticket * Research the bug list to determine if problem has been seen before * Build internal relationships to facilitate mutually beneficial support and information * Partners with development team on root cause analysis * Replicate product issues to demonstrate to the Product team to drive improvement * Interact closely with various departments to provide first hand feedback from customers * Feed information to the Knowledge team for documentation Your Minimum Qualifications: * Degree level education in Computer Science or similar IT related subject * Demonstrable experience of Java and JavaScript, Groovy, HTML, CSS, XML Must have experience working in a technical application support role for a software product company or financial services * Experience in debugging log files for software solutions Knowledge of browser console debugging Experience forensic tracing of inherited values/properties * Must have a minimum of 5 years of technical application support experience * Knowledge of full life cycle software development * Must have the ability to research and learn new technologies and new skills quickly * Strong experience in supporting, troubleshooting and/or implementing Java and Web-based enterprise applications * Understand and engage with complex issues, environments and products and work to resolve issues independently and effectively * Must be flexible in order to provide out of hours support to clients if required, as scheduledSDL2017

Keywords: Temenos, Denver , Support Engineer, Other , Broomfield, Colorado

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