Job Purpose
The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement. In the role of Technical Support Engineer you will be providing telephone and/or Web based support for Kofax products.
Technical Support Engineer
Key Job Responsibilities
- Analyze and resolve technical customer queries via email, phone, remote access, or other support channels
- Collaborate with the Product Development team and Consulting Services team to deliver complete and comprehensive solutions to software and process enhancements
- Communicate technical issues to various departments within Tungsten Automation, such as Product Management, Software Development, Sales, and Quality Assurance
- Escalate customer issues to the Sr. Support Engineer or R&D as required, authoring a detailed description of the issues and guidance on how to analyze the problem
- Recreating customer environments in which to perform tests to determine the root causes of issues
- Test updates, upgrades, and hotfixes
- Maintain and expand the Tungsten Automation Knowledge Base
- Participate in scheduled support team meetings
- Mentor and advise Associate Technical Support Engineers as well as other Technical Support Engineers
Required Professional Experience
- Bachelor's degree in Computer Science or equivalent degree/qualification
- Ability to work multiple time zones if required (AMS, APJ, EMEA hours)
- 5+ years of work experience in Technical Support, directly supporting IT professionals
- 5+ years of work experience with network diagnostic tools such as Wireshark, Fiddler, Process Monitor and Windows Event Viewer
- 5+ years of work experience with one or more programming language like: Java, VB & .net, HTML, CSS, C# & C++
- Working experience or familiarity with: Print and/or scan solutions, VMWare, Microsoft IIS, Robotic Process Automation (ROA), SQL, Oracle, Windows Server Operating Systems, Print server, Active Directory, Load balancing, and Business Process Management (BPM), Microsoft Azure, Amazon Web Services, Token based authentication mechanisms
- 5+ years of work experience with Network troubleshooting
- Strong service mentality, client orientation and solution-focused mindset
- Superior written and verbal communication skills
Additional Desired Professional Experience
- Enterprise business-to-business (B2B) support
- Software as a Service (SaaS) support
While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business. 
