Precisely Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their Precisely Data Integration investments, including Precisely products and Sterling B2B Integrator. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.
Responsibilities and Duties:
- Provide world class technical support over the phone, email, and remote desktop connections. Including, but not limited to meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording critical information.
- Address and resolve issues quickly and effectively to ensure customer satisfaction.
- Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
- Understand the complexities of enterprise systems and be able to determine if the cause of an issue is within the product, third party libraries, user developed code or jobs, or platform libraries.
- Continuously learn new technology, tools, systems, and sharing that knowledge within the team.
- Create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
- Debug and provide recommended solutions and tools to address product issues and enhancements.
- Periodic weekend shifts for on call support.
Requirements and Qualifications:
- Bachelors or Masters degree in Computer Science or related field.
- Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills
- Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
- A strong desire to learn new technology and the ability to understand new concepts quickly.
- Understanding of software design principles and operating system design.
- Understanding of database management systems including relational database design principles, tuning, SQL execution, and configuration.
- Understanding of networking design principals, including TCP, IP, HTTP/S, S/FTP, SMTP, AS2, and other data communication protocols.
- Strong debugging and problem solving skills, with experience with C, C++, Java, or other object orientated languages.
- Distributed computing experience including networked clustering, Hadoop, MapReduce, cloud services, and load balancing.
- Understanding of debuggers, system utilities, and performance monitoring tools.
- Detailed knowledge of the following technology is a plus -
- Experience supporting, developing, or managing Syncsort Connect (DMX, DMX-h, Share, Syncsort UNIX).
- Experience supporting, developing, or managing Sterling B2B Integrator or Sterling File Gateway.
- UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) knowledge and administration.
- Database systems (Oracle, Teradata, Microsoft SQL Server, Vertica, DB2, ODBC, Snowflake).
- Database CDC tools such as Oracle GoldenGate, Attunity, and InfoSphere
- Cloud Services (Azure, GCP, EC2, EMR, S3, RedShift).
- Experience with z/OS Mainframe systems or System i Midrange systems with a focus on VSAM, DB2, IDMS, IMS, and other data storage systems.
- Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers, or other virtualization technology.
