Provides advanced technical support for software products, including deployments, configurations, troubleshooting, patches, workshops, and proof-of-concept support. Advises customers on integrations, dashboards, reports, authentication systems, scripts, and monitoring configurations. Collaborates with sales, solution architects, and software development teams; manages escalations through resolution; mentors colleagues; and maintains expertise in relevant IT technologies.
Sr. Technical Support Engineer
The Sr. Technical Support Engineer ensures Park Place Technologies derives maximum benefit from the sale of its products by providing customers with high quality Technical Support.
Responsibilities:
- Provide advanced support services including software deployments, specialized configurations, customizations, and other services as agreed with the customer.
- Run customer workshop sessions.
- Work closely with Sales Account Managers and Solution Architects.
- Mentor and guide others in resolving complex software operational issues.
- Advise customers how to configure and use Park Place Technologies’ software products to satisfy their operational needs.
- Trouble-shoot and identify the cause of customer software product problems.
- Resolve customer problems, ensuring workarounds and software patches are made available in accordance with agreed service levels.
- Ensure all customer problems and queries are logged in Park Place Technologies’ Helpdesk system, escalated where appropriate and tracked through to completion.
- Work closely with Software Development Teams on the resolution of customer problems.
- Engage with Sales and Pre-Sales Teams to facilitate successful Proof of Concept trials.
- Develop and maintain a full and current awareness of Park Place Technologies’ software products.
- Maintain an awareness of IT technologies relevant to the operation of Park Place Technologies' software products and services.
- Other duties as assigned.
Addendum A – Entuity Software
Additional Responsibilities:
- Advise customers how to integrate Entuity software with corporate user authentication systems (e.g., Active Directory, LDAP, SAML, SSO).
- Advise customers how to customize Entuity software dashboards, reports, and exports.
- Develop and supply to customers customized rules and scripts using Groovy scripting language to change how Entuity Software processes alerts and forwards them to third-party software products.
- Develop and supply to customers customized configurations using Stormworks Statement language to change how Entuity Software collects and processes data.
- Issue customer licenses as required.
- Create and issue Device support software configurations and overrides to customers as required.
Basic Qualifications:
- Bachelor’s degree required in a Computer Networking or Software related discipline.
- A minimum of 5-7 years’ experience of MS Windows, Red Hat Linux and VMware.
- 3-5 years’ Technical Support Engineer experience.
- Knowledge of network technologies and device types (routers, switches, load balancers, etc.).
- Advanced understanding of IT technologies relevant to the operation of Entuity products and services.
- Exceptional interpersonal, verbal and written communication skills.
- Proven ability to work in a professional manner to resolve customers’ technical issues.
Preferred Qualifications:
- Network device vendor certifications (CCNA, JNCIA).
- Experience of operating and/or supporting Infrastructure Monitoring tools.
Travel:
- 0%
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