Production Support Engineer

Knoa Software, Inc   •  

New York, NY

Industry: Technology


Less than 5 years

Posted 100 days ago

This job is no longer available.


  • Provide expert, hands-on support with product installation, configuration, and troubleshooting in client production environments.
  • Take ownership of technical support tasks, as part of larger implementation projects, by working collaboratively with clients and/or Knoa Implementation Partners.
  • Research, diagnose, troubleshoot and identify solutions to resolve issues encountered during product installation or upgrades.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Interface with third-party support organization for level 1 and 2 support issues
  • Interface with Knoa engineering teams for level 3 support issues
  • Author technical documentation (such as installation notes) and contribute to the knowledge base maintained by the Support organization.
  • Participate in internal UAT cycles, to verify as well as acquire knowledge about new product releases.


  • BS degree in Information Technology, Computer Science or equivalent
  • Proven working experience in enterprise software support, cloud support or as a software or QA engineer
  • Four-plus years of application supportexperience on Java based solutions or two-plus years of Java development experience
  • Knowledge of Java, SQL, and basic Windows and Linux commands
  • Experience with technical and process documentation
  • Strong problem-solving skills
  • Excellent client-facing skills
  • Excellent written and verbal communication skills
  • Bi-lingual skills (English and Spanish) preferred, but not required