Support Engineer

 Are you ready to get started and jump on a career path towards forever!  We have the job for you.

The role is a technical position on the Support Services team.  Successful candidates for this position will be responsible for delivering software support and solutions that meet or exceed customer expectations. And no, this is not your idea of a help desk

Technical personnel as a Support Engineer work closely with the customer in order to fully understand the customer’s issues and needs, thus delivering the appropriate solution with the goal of achieving high customer satisfaction.  Additionally, close interaction with the Professional Services, Finance, and Sales departments may also be required from time to time.  The career path growth opportunities and roadmap is clear for this department and how it segues to other roles within KeyMark.  The result is your career growth rests squarely in your lap.

Essential Duties & Specific Responsibilities

Support Engineers perform the following actions:

• Deliver direct technical support to customers.
• Provide remote assistance to customers performing product upgrades.
• Manage customer escalations to timely completion and assist in root cause analysis and solutions. 
• Analyze and clarify customer queries though troubleshooting and researching existing knowledge base articles/known issues. Seek assistance from senior team members as needed.
• Deliver on-site technical support for certain scheduled software upgrades.
• Provide on-site technical support in certain critical situations. 
• Participate in the after-hours/weekend support (on-call) rotation.
• Document and record all activity and communication with customers over telephone and email.
• Proactively produce support communications for customers on recent software defect alerts, product releases and new Information.
• Build and maintain strong, cooperative relationships with the support departments of KeyMark business partners.
• Assist with continued improvement and development of the Support Engineering processes.
• Work with Senior Support Tech’s and Support Engineering Management staff to set objectives.
• Assist Sales with customer site visits to discuss support open incidents and KeyMark Support Services.
• Provide support of custom applications and integrations usually using Microsoft tools.

Education & Certifications

Bachelor’s degree in Computer Science, Engineering, or equivalent required.

Knowledge & Technical Skills 

• Strong verbal and written communication skills necessary to work with customer, vendor, and other KeyMark resources.
• Highly prefer understanding of and ability to discuss WAN and LAN environments.
• Understanding of and ability to discuss data security issues in WAN and LAN environments.
• Understanding of and ability to discuss database and data architecture concepts.
• Strong documentation skills necessary to detail customer interaction, problem definition, troubleshooting, and issue resolution.
• Excellent troubleshooting and analytical skills with ability to resolve complex technical problems.
• Experience with networking, security, and server administration.
• C, C++, Java, C# or Other Programming experience required.
• Working knowledge of HTML and either VBScript or JavaScript preferred.

Other

• Disciplined work habits, attention to detail, and a strong sense of self-motivation.
• Ability to work well in a team environment while exhibiting organizational and time management skills necessary to work on multiple tasks in parallel.
• Negotiation, communication and influencing skills.
• Ability to take initiative and to adapt to direction changes and challenges.

Travel Requirements

No more than 10%

Special Working Conditions

None.

Additional Information

Due to the nature of the business, some after hours and weekend work may be required.