Software Engineering Support Consultant - Continued Engineering

Confidential Company  •  Sunnyvale, CA

5 - 7 years experience  •  IT Consulting/Services

Salary depends on experience
Posted on 07/26/17 by Cynet Sytems
Sunnyvale, CA
5 - 7 years experience
IT Consulting/Services
Salary depends on experience
Posted on 07/26/17 by Cynet Sytems

We are looking for Software Engineering Support Consultant – Continued Engineering ?for our client in Sunnyvale, CA

Job Title: 

 

Software Engineering Support Consultant – Continued Engineering

Job Location: Sunnyvale, CA

Job Type: Contract – 12 Months / Contract to Hire / Direct Hire

Job Description:

  • Experience Level - 7+ Years

Mandatory Skills:

  • 5+ years of experience in the field of Software Engineering Support managing Incident lifecycle.
  • Minimum 2+ years of experience working with Customers to troubleshoot & remediate issues

Job Responsibilities:

  • Taking ownership of technical issues, and working with Product Engineering group to resolve more advanced issues when necessary
  • Ensuring agreed SLA compliance is maintained
  • Documenting troubleshooting and problem resolution steps
  • Participation in providing training to customers as required
  • Diagnose and troubleshoot technical issues, including all the product customizations & configurations
  • Ability to debug code in Java and Node JS.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software engineers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Ability to escalate and create urgency in major issues (understanding customer impact)
  • Incident management and Data analysis (connecting dots)

Qualifications:

  • 5+ years of experience in the field of Software Engineering Support managing Incident lifecycle.
  • Minimum 2+ years of experience working with Customers to troubleshoot & remediate issues
  • ITIL Certification is a plus
  • Build sustainable relationships and trust with customer through open and interactive communication
  • Must be able to effectively communicate & work with fellow team members to coordinate & meet deliverables.
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