What are the responsibilities and job description for the Support Engineer I position at 21st Century Software?
About us:
21st Century Software is the leader in software solutions for the IBM Z platform, which is the platform trusted by most worldwide finance institutions, healthcare, insurances, retail and governments. We are growing our team and our skills in 21CS VSEn platform (one of the operating systems for IBM Z).
About the Role:
We are seeking a Technical Support Engineer I interested in operating systems and middleware in general and specifically willing to be part of the VSEn platform team. The goal is to provide premium support to our loyal VSEn customer community to which VSEn is critical for their business.
As a Technical Support Engineer, you will provide your technical knowledge to resolve customer issues and offer guidance on product usage. You must be comfortable communicating with customers, managing a support queue and have general debugging skills. You will work as part of a team and facilitate end-to-end resolution of customer issues.
As you grow in your role, you may have the opportunity to perform code modification, build analysis, test and handle debugging tasks as well as provide input related to product features.
Responsibilities:
- Accurately assess customer needs, set and meet expectations.
- Provide ongoing technical support and guidance to customers using defined support guidelines.
- Perform problem verification by confirming customer’s environment, error messages and symptoms of a problem.
- Independently diagnose complex problems and duplicate customer issues where possible using standard utilities and 21CS software tools.
- Maintain case tracking details for similar/future problem resolution.
- Provide status updates to management of ongoing high-risk cases.
- Work effectively across multiple teams to research and resolve product or customer issues
- Some after-hours, weekends and on-call responsibilities may be required.
Qualifications and Education Requirements:
We expect you to have a natural tendency to problem solving and bring with you strong analytical and resolution skills. For this role, it is important that you are a team player and possess a high personal integrity. We imagine that you have strong interpersonal and communication skills and earn trust easily.
You enjoy learning and can commit to learning new technologies if needed.
Qualifications and Education Requirements:
- Fluent English
- Analytical and troubleshooting skills
- Teamwork skill, high personal integrity, and ability to earn trust from others
- Strong interpersonal and communication skills
- Strong customer support focus
- Commitment to learning new technologies as needed
- Ability to work independently and productively under pressure
- Understanding of Agile principles
- Basic understanding of operating systems and middleware
- Programming skills
- Debugging skills
- Ability to clearly communicate technical information to all audiences
Preferred Skills:
- Experience with IBM Z
- Experience with z/VSE or VSEn
- Experience with z/OS
- Experience with z/VM
- Experience with Linux on Z
Education:
- Completed Bachelors or higher qualification preferrable in Computer Science.
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.