DescriptionDMP is seeking an Enterprise Software Specialist who combines strong technical skills, exceptional problem-solving, and customer-focused communication to support and improve our Entré and SCS-VR enterprise software solutions.
In this role, you'll investigate complex software issues, collaborate with Engineering, and work directly with customers to deliver reliable solutions and drive product improvements.
Key ResponsibilitiesSoftware Responsibilities: - Develop and maintain in-depth knowledge of Entré and SCS-VR, including configuring, maintaining, testing, and troubleshooting applications and their interaction with DMP hardware and customer environments.
- Analyze application logs, Java source code, SQL queries, and database records to reproduce issues, isolate root causes, and distinguish software defects from configuration, data, integration, and infrastructure problems.
- Collaborate with Engineering to develop and validate solutions. Perform database and configuration changes only through approved procedures, with proper authorization and safeguards.
- Create detailed Jira items for defects and improvements, documenting customer impact, relevant logs, reproduction steps, expected versus actual behavior, and findings. Maintain supporting specifications in Confluence.
- Participate in Entré and SCS-VR design discussions and code reviews, representing customer needs and identifying unclear workflows, error messages, and supportability concerns.
- Assist with test plans, regression testing, and load testing that reflect customer usage; verify fixes and complete assigned Entré and SCS-VR ECIs.
- Develop and maintain internal troubleshooting guides and external product documentation, and prepare customer reports as requested and as priorities permit.
Other Responsibilities:- Serve as the primary point of contact for assigned Entré NOC customers and an escalation resource for Entré and SCS-VR issues beyond standard Technical Support processes, coordinating issues through resolution.
- Lead and participate in frequent customer communications and meetings via email, phone, Microsoft Teams, Zoom, Webex, and other approved channels. Prepare for discussions, explain findings, document action items and owners, and provide timely follow-up.
- Build strong customer relationships through active listening, patience, professionalism, and clear communication. Manage expectations and communicate progress, risks, and next steps to technical and nontechnical audiences.
- Respond promptly to Technical Support questions and communicate customer blockers, defects, and requests to Engineering, Sales, and Project/Product Management, clearly identifying customer impact and priority.
- Provide technical and licensing support, product training, and troubleshooting guidance across DMP Teams to improve customer solutions, service quality, and prevent recurring issues.
Qualifications- Bachelor's degree in Information Technology, Computer Science, Engineering, or an equivalent combination of relevant training and experience.
- Ability to read and interpret application source code, trace program behavior, and use logs to investigate defects; Java experience preferred.
- Working knowledge of SQL, including writing and troubleshooting queries and interpreting relational data; Microsoft SQL Server and T-SQL preferred.
- Exceptional analytical and problem-solving skills, including root-cause analysis, evidence evaluation, testing hypotheses, and validating solutions.
- Strong interpersonal, verbal, and written communication skills, with the ability to build customer trust, explain technical concepts, listen actively, and navigate difficult conversations professionally.
- Ability to prioritize competing issues, remain composed under pressure, collaborate across teams, exercise sound judgment, follow procedures, demonstrate reliability and attention to detail, and respond positively to feedback.
- Experience supporting enterprise software in Windows Server environments, including application, server, and network connectivity troubleshooting.
- Familiarity with Apache Tomcat, JDBC, Hibernate, Log4j, XML, JSON, Python, PowerShell, VMware, Jira, and Confluence preferred.
- Experience with Active Directory, Microsoft Entra ID, LDAP, single sign-on (SSO), SSL/TLS, and group managed service accounts (gMSA) preferred.
- Experience with DMP hardware, Entré, SCS-VR, or other security industry applications preferred; ability to develop and maintain product expertise required.
- Ability to maintain customer and company confidentiality and work additional hours, provide after-hours customer support, and travel occasionally as required.
