PRODUCT SUPPORT ENGINEER

POSITION SUMMARY
The Product Support Engineer helps customers troubleshoot technical problems they face in using our solutions. These can range from simple installation questions to advanced performance tuning of complex systems. The ideal candidate is goal-oriented, has the ability to handle interruptions while fluidly switching between several projects; must have strong technical skills supporting mission critical products for enterprise clients. The position requires interaction with customers, sales team members and the product development team.

ESSENTIAL DUTIES AND RESPONSIBILITIES
# Provide technical support to enterprise clients related to technical and operational aspects of the products.
# Escalate problems to other Support Engineers as necessary.
# Assist development team with performance analysis and testing
# Answer email and phone requests for help from customers.
# Collaborate in virtual teamwork with other Support Engineers
# Diagnose software bugs and malfunctions.

REQUIRED SKILL SET
# BS in Computer Science/related discipline or related work experience required
# 1-2 years experience in application or software support roles desired; strong aptitude for technology required
# Experience with/working knowledge of SQL
# Generic programming skills in one or more of the following: COM, VB, Jscript, Java and Perl, C# or VB.net a plus
# Knowledge of Windows and familiarity with UNIX
# Knowledge in writing system scripts in Unix shell and DOS preferred
# Experience in working with EDI and HIPAA a plus
# Ability to identify and clarify problems, set goals and able to resolve critical issues
# Ability to work effectively on multiple tasks with many team members, testing and support staff, development team and others
# Excellent organizational skills and attention to detail
# Strong verbal and written communications skills – English language proficiency required
# Prior experience in working with virtual /remote teams is a plus