Support Services Engineer - ENTRY LEVEL (Remote)

Key Responsibilities

• Responsible and accountable for providing technical support to our contracted maintenance support customers.
• Detailed knowledge of assigned customers and their environment by reading design documents and reviewing code.
• Build strong relationships with customers.
• Meet resolution service level objectives for severity 1, 2, 3 and 4 issues and ensure up-to-date details on each open case.
• Ensure peak production performance by performing research and initiating actions to improve results and/or correct problems if not meeting expected results.
• Provide technical expertise, system knowledge, and applicable code updates to support production and test efforts relating to customer issues.
• Generate reports, files, and documentation to manage open customer issues and meet contractual SLA requirements.
• Engage and drive Product Development to resolve customer problems requiring core code changes.
• Ensure customers have the most current software releases/updates by installing new releases in a VM environment, reviewing code release notes, and conducting thorough testing before providing guidance.
• Share knowledge and best practices with other company personnel.
• Participate on a rotating on-call schedule that provides system support on a 24 X 7 basis, 365 days/year for customers contracted for afterhours support.

Required Qualifications

Technical & Educational Requirements:

• BS degree in Computer Science, Information Systems, or a related field; or equivalent work experience.
• ENTRY LEVEL – Ideal for recent computer science graduates.
• This is a Tier 1 support position – proficiency in application support, technical customer support, problem management, relational databases, programming languages, and software development will lead to progression through the tiers.
• Experience with C#/.NET coding, Java, and Python.
• Entry level Software Engineering experience.
• Knowledge of HTML5, CSS3 and React/Angular is highly preferred.
• Strong troubleshooting and error analysis skills.
• Working knowledge of database environments, utilities, and SQL.
• Familiarity with and execution of testing methods.
• Must have experience working with Visual Studio.
• Solid understanding of the software development lifecycle.

Required Interpersonal Skills:

• Exceptional customer service skills and demeanor, with the ability to communicate effectively with both technical and non-technical clients.
• Excellent analytical, multitasking, and communication skills (both verbal and written), with strong attention to detail.
• Good interpersonal skills, control and follow-up abilities, and sound decision-making skills.
• Proactive listening and strong leadership skills.
• Ability to excel in a team environment under limited supervision.
• Willingness to travel up to 10% if required.

Required Project Management Skills:

• Strong prioritization skills in a fast-paced, time-sensitive environment.
• Demonstrated accountability for the resolution of issues.
• Ability to lead small projects with guidance.
• Ability to identify tasks and estimate associated hours.
• Effective communication of status updates to management.