Associate Technical Support Engineer

hace 1 semana

Madrid, Madrid, España Software AG A tiempo completo

We specialize in creating seamless connected experiences for customers, employees, and partners using a top-tier iPaaS that seamlessly integrates any system, anywhere, and in any way you prefer. Our advanced platform combines application, data, API, and B2B integration, enhanced by generative AI, to help you run a top-notch enterprise that continuously evolves based on data insights. Gain complete visibility and control across different geographies, IT setups, and complex business environments, with hybrid multi-cloud connectivity and enterprise-level security trusted by leading global entities like banks, governments, and major corporations.

With a rich history of over 50 years, we, and our team of integration aficionados, ensure that integration becomes a key driver of innovation for your business. We offer the perfect blend of competitiveness and personalized attention.

Embrace your individuality and come on board with us.

The Associate Technical Support Engineer (ATSE) plays a crucial role in delivering top-notch software support to Software AG engineers, clients, and partners. They are tasked with handling moderately complex technical issues in their area of expertise, devising solutions through research, collaboration, or problem replication.

The ATSE operates with guidance from senior engineers and management, demonstrating independence in specific areas.

Key Responsibilities

  • Provide professional, prompt, and effective technical support for complex system-level software products. This involves analyzing, troubleshooting, and resolving issues within defined procedures to ensure high customer satisfaction.
  • Conduct analysis and research to resolve technical customer issues promptly and maintain consistent communication.
  • Execute fixes and regression tests to ensure bug-free solutions that meet specifications.
  • Develop documented troubleshooting plans for each request and provide regular updates to customers on progress.
  • Recommend solutions for documentation to enhance the knowledge base.
  • Proactively build expertise in a specific product family and related technologies through hands-on experience and continuous learning.
  • Provide after-hours support when necessary.

Minimum Requirements

  • Strong problem-solving abilities with a knack for innovative solutions.
  • Willingness to develop skills in emerging areas like AI, IoT, Big Data, and computer security.
  • Familiarity with at least one Software AG product and basic understanding of others.
  • Ability to prioritize and manage multiple customer requests efficiently.
  • Excellent interpersonal and written communication skills.
  • Specialization in a core Software AG product area and basic knowledge of the overall product portfolio.
  • 0-1 years of relevant experience in areas such as Enterprise Application Integration, Distributed Computing, and Relational Databases.
  • Hands-on experience with object-oriented programming and familiarity with related tools and technologies.
  • Knowledge of HTML, XML, and e-commerce technologies.
  • Understanding of major corporate enterprise software suites and standards.
  • Technical proficiency in UNIX/Linux, Windows, or OpenVMS.

Preferred Qualifications

  • Bachelor's Degree in Computer Science, Computer Engineering, or related fields.
  • 0-1 years of relevant experience with a preference for customer service roles.
  • Expertise in program logic related to the product line.

Benefits Overview

  • Access competitive total compensation and comprehensive country-specific benefits.
  • Enjoy flexibility in time and location through our Hybrid Working Model, allowing up to 60% remote workshare. Work from anywhere for up to 10 days per year, domestically or internationally.
  • Enhance your home office setup with a one-time payment to set yourself up for success in your role.
  • Utilize the Employee Assistance Program for support during life's challenges.

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