What are the responsibilities and job description for the Product Support Engineer position at Hyland Software, Inc.?
Overview
Job Description
- The Technical Account Manager is responsible for guiding customers to a successful outcome. They will be responsible for acting as an advocate to the customer to ensure that technical issues are resolved with high quality and according to customer priorities.
This position is onsite at our São Paulo, Brazil office.
What you will be doing
- Provide technical support to customers for critical issues.
- Coordinate support cases for customers with regards to priority and information.
- Assist with the company's upgrade planning and activities
- Conduct case reviews and perform regular health checks for each customer
- Setup and maintain a company system similar to customer's environment
- Document and maintain documentation to share knowledge with team members and with the customer
- Collaborate with internal teams to provide best practice advice, identify potential workarounds, and supply support for customers.
- Collaborate with other internal teams to ensure customer needs are met and identify potential growth opportunities
What will make you successful
- Fluent in English
- Bachelor's degree or equivalent experience
- ECM experience
- Experience with writing and understanding source code for support requirements
- Ability to trace and debug Web applications
- Ability to perform analysis and tune operating system and web technology performance
- Understanding of network protocol layers, security layers, and domain models
- Understanding of standard support processes
- Understanding of one or more relational databases and Web Application Servers
- Basic understanding of project management and development processes
- Experience to deal with escalations
- Experience deploying applications to cloud environments
- Microsoft Windows and Office proficient
- Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
- Strong organizational, multi-tasking, and time management skills
- Strong facilitation and project management skill
- Strong organizational, multi-tasking, and time management skills
- Strong critical thinking and problem solving skills
- Able to thrive in a fast paced, deadline driven environment
- Ability to work independently and in a team environment
- Strong ability to develop and use engaging, informative and compelling presentation methodologies
- Up to 15% travel time required
