Technical Support Engineer

 

Serena Software is the largest company solely focused on managing change throughout the application lifecycle, with more than 15,000 customers worldwide, including 49 of the Fortune 50. Serena provides the industry?s most comprehensive, flexible application lifecycle management products, and through its SAFE strategic vision will extend ALM to deliver new approaches and and solutions that will drive IT efficiency through improved process.

 

Responsibilities:

Provide advanced support to customers using any of Serena?s software applications and an escalation point for frontline reps.  Answer complex technical questions on installation, function and use of products; diagnose and resolve customers? product issues. Effectively use the customer support database for tracking and documenting support issues and their resolutions.  Operate under minimal supervision. Provide after-hours paging support on a rotational basis as assigned.  The mission of Serena Support is to consistently deliver the highest level of customer support, striving to exceed our customer?s expectations.
 
Essential Functions:

? Resolve incoming escalations stemming from customer telephone, e-mail, or web inquiries associated with system configuration, application setup, product functionality, product interfaces, administrative procedures and enhancements/upgrades. 
? Research and resolve internal escalations of complex or ?hot? customer issues by the frontline team.
? Maintain Support test systems with current software versions and VMWARE images for recreating customer issues in similar environments
? Identify issues critical to customer success and create appropriate escalation record for additional R&D assistance or product code change. 
? Provide backup phone and web coverage to frontline team on incoming customer issues.
? Conduct WEBEX sessions with customers to speed identification of root cause of issues reported.
? Recreate customer reported defects, log them with all necessary details in related TeamTrack database, track progress and provide additional details to R&D, keep customers informed of status, test fixes/patches and deliver solutions or workarounds to customers.
? Maintain incident tracking log of all calls and troubleshooting activities within Clarify. Complete status reports on assigned tasks or special projects.  This may include recommended solutions, testing results, product enhancements or defects along with enhancements.

 

Qualifications:

?Minimum of 3 or more years? experience in a professional customer service, helpdesk, or technical support position required; experience in technical business-to-business support preferred.
?3 years working with midrange system (Unix, andor Windows)
?Unix scripting a plus.
?Programming experience in C, Java, .NET preferred
?Experience administering Oracle or SQL Server preferred.
?Experience with the Tomcat Application Engine a plus.
?Able to read, analyze, interpret and apply complex technical information from a variety of sources.
?Bachelor's degree in Computer Science, Information Science, Business or equivalent.
?Requires good interpersonal skills, creative problem solving, a strong customer service attitude, professionalism, both written and verbal communication skills, and good organizational skills.

 

We offer an excellent and competitive package of employee benefits, structured to provide you with both short and long term financial security.


To apply, please go to http://www.serena.com/About/jobs.asp and submit your information through the online application process.

Serena is an equal employment/ affirmative action employer - M/F/D/V-EOE