Customer Support Engineer

• Experience in: UNIX (Linux, Solaris, AIX, HP-UX), LDAP, Windows, and Mac OS X

• Good understanding of Relational Databases

• Knowledge of system administration and networking concepts

• Nice to have: Python, Shell Script, Perl, C++/C#/Java, HTML, XML, JSON, Regex

• Experience of Splunk, similar tool or Business Intelligence is a plus 7-10 years IT experience in enterprise software 5 years in a Technical Support role

• Be able to isolate problems between hardware and software and provide information to appropriate development team(s)

• Highly developed, process-oriented skills for troubleshooting and problem solving

• Superior written/verbal communication in English is a must; additional European language is a plus

• Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates

• Ability to facilitate customer meetings and set service expectations

• Ability to appropriately handle tense/stressful customer situations

• Strong organizational and Project Management skills, setting priorities and delivering results to deadlines

• Outstanding interpersonal skills, proven ability to work across different audiences, personalities and experience levels; Superior written and verbal communication skills

• Ability to travel on occasion (less than 10%)