Support Engineer – Software Development – Amsterdam

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Job reference number: 102197106

Join this innovative and cutting-edge organisation that designs and builds actions applications on a cloud development platform. They have more than 10,000 customers worldwide and offices in the US, EU and Australia.

Your Role

You will assist customers with in-depth technology issues across their product line. This means a large part of your job will involve troubleshooting and analysis.

  • Receive front-line support calls and gather data.
  • Use Service Desk Reporting Portal to check entitlements and the Service Desk Knowledge Base to perform preliminary issue investigation to answer common customer questions and to offer solutions to known problems documented in the database.
  • Develop skills with Ingres products and related technologies to provide quality customer support.
  • Use standard communication methods such as telephone, email and Service Desk to update customers on issues.
  • Work with Support Engineers, Senior Support Engineers, Principal Support Engineers, or Team Leads to expedite resolutions of customer issues and to escalate issues.
  • Provide input into Knowledge Documents and How-To documents.
  • Use Service Desk to maintain accurate customer history for all issues recorded; documenting each in a complete and concise manner.
  • Investigate technical problems to determine the root cause, problem recreation, research and answer customer questions, and provide other front-end technical support activities.
  • Perform problem recreations and bug verifications.
  • Provide 24X7 and Follow-the-Sun support.
  • Perform QA testing on upcoming releases to learn new features and functions.
  • Perform beta support for beta programs that Customer Support is involved with.

Your Profile

  • 3+ years relevant experience in technical support preferably in Data Warehousing, Business Intelligence or Database Management Systems and/or as a Systems Administrator (Solaris/Unix/Linux).
  • Good Knowledge of SQL is a must.
  • Experience with end-user Reporting/ETL tools (BO, Cognos, Informatica, etc.).
  • Must have prior experience in customer-facing support and/or consulting.
  • Must have exceptional customer service and customer advocacy skills.
  • Experience in commercial enterprise software development using Java J2SE and J2EE; XML; EJB and the Spring Framework at enterprise level; service oriented architectures; web services and object-related mapping technologies including JPA and Hibernate .
  • Knowledge of database, data warehousing and business intelligence technologies.
  • Proven track record in technical support.
  • Highly skilled at troubleshooting and analysis.
  • Flexible and willing to work with the following technologies:
    • Microsoft SQL Server & .Net
    • BI tools such as Talend, MicroStrategy, Pentaho Tableau & Jaspersoft
  • Prefer a candidate with:
    • Certifications in a programming language (C++ or Java) or Systems Administration.
    • Scripting skills in Bash, Perl, Python or MapReduce.
    • Large-scale data warehousing experience.
    • Experience developing cloud-based solutions and mobile applications.
    • Multilingual in any key European or Asian languages.
  • Available for occasional travel (less than 10% of the time) to support sales and POC initiatives.
  • Must be able to work alternating shifts and provide 24X7 coverage on rotating weekends.
  • Willing to learn technologies outside of current comfort zone.
  • Above average technical ability and focus/passion for technology.
  • Strong customer-service and people skills.
  • Attention to detail with a strong focus on quality and process
  • Able to organize and prioritize work in a multi-tasking environment.
  • Able to meet deadlines, follow through on commitments, and take corrective action where appropriate.
  • Able to work independently and often remotely from peers.
  • Able to work well in teams and to represent the company with customers.
  • Self-motivated.
  • Bachelor’s Degree in Computer Science or related field.
  • Excellent English communication skills – both written and spoken.
  • The Employer is willing to organize a visa for candidates who meet ALL the criteria. However, they would prefer to hire people who already live in Europe and are free to work in the Netherlands.