Sr. Technical Support Engineer



Product Development

Hyderabad, TG • ID: A19-164 • Full-Time/Regular

Job Purpose:

The Senior Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement.  In the role of Senior Technical Support Engineer you will be providing telephone and/or Web based support for Kofax products.  In addition the Senior Technical Support Engineer will mentor, train and back up other engineers in the technical support department.

Key Responsibilities:

• Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.


• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.


• Provide prompt and accurate feedback to customers.


• Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance.


• Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.


• Take highly complex or sensitive issues elevated from Associate Technical Support Engineers and Technical Support Engineers as needed and directed by management.


• Use approved protocol to communicate with Development engineers on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem.


• Elevate hot fix requests to support managers for processing based on approved protocol.


• Participate in regular support team meetings.


• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.


• Prepare test systems for replication of user issues. 

 

Benötigte Fähigkeiten

Solid technical skills and expertise with the ability to provide technical support

• Exceptional technical consultation skills with a strong solutions orientation


• Strong and effective English language communication skills: verbal, listening, written and presentation


• Strong interpersonal skills


• Exceptional customer service skills with effective follow-through


• The ability to work effectively at all levels of an organization


• Strong organizational, planning and time management skills


• Willingness to own problems and see them to completion


• Excellent written and verbal communication skills


• Strong knowledge of Windows Server Operating Systems, including Active Directory


• Strong knowledge of Microsoft SQL Server and SQL


• Knowledge of Development Methodologies and Programming Languages


• Prior experience with vendor management


• Willingness to work off hours shifts, including nights and weekends

Benötigte Erfahrung

• A bachelor's degree in computer science, computer information systems or related experience.


• A minimum of 5-8 years providing enterprise level technical support experience.


• Resourceful team player with strong interpersonal skills.


• Result-oriented with strong problem-solving skills.


• Strong written and verbal skills in the language of support for this position.


• The ability to mentor and advise Associate Technical Support Engineers and Technical Support Engineers. 

 

Kofax, Inc. is an Equal Opportunity Employer, M/F/D/V