Applications Support Engineer - Tier 2, Tier 3

Mercury is the global leader in Business Technology Optimization (BTO). Some of our leading market products include: Mercury LoadRunner, Mercury WinRunner, Quick Test Professional, Test Director, etc.

 

A key component of this position involves managing customer expectations while demonstrating an exceptional level of accountability and responsibility for issue resolution. The Technical Support Engineer must demonstrate outstanding technical and analytical skills in order to resolve the most complex support issues.  Technical Support Engineers will serve as an escalation point for other support staff members and will work closely with our development staff.  This position offers high visibility and frequent interaction with Sales, Product Management, Consulting, and Development. 

 

 

Essential Duties and ResponsibilitiesEnsure customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support.Manages resolution process including internal resources and deliverables across departmentsManages customer expectations including: setting expectations, managing to expectations via status reports with next steps/action items, conference callsTechnical escalation point for complex, critical and strategic customer problemsTechnical leadership role for mentoring and building support team 

 

Requirements for success:Experience in the following areas: Programming/Scripting, Databases, Operating Systems, and Windows APIJava and/or C, C++ programming highly desired Breadth of knowledge in applications supported by system/network/web/database administrators, such as: Weblogic, Websphere, MSSQL, Oracle,  IIS, JBOSS. UNIX and Windows user level experience. Experience administering and troubleshooting Windows desktop and server operating systems (NT, 2000, 2003)  is a plus. Understanding of client-server systems and/or web based applications Experience working in high availability environments. Enterprise Support experience is highly desired. 2-5+ Years of Professional Experience 

 


Education:

BS in CS, CE, EE, or equivalent experience

 

Please forward your resume in confidence to:  cking@mercury.com   or apply through our website: www.mercury.com.  No relocation assistance available.