Senior Technical Support Engineer, Brinqa

• Brinqa is looking for a level 2 Production Support Engineer to join our team
• We are looking for a well-rounded production support engineer who can think strategically, is a great communicator, and is a strong advocate for the customer
• The ideal candidate must be self-directed and a fast learner, flexible enough to work with new technologies, programming, and be passionate about solving customer problems
• Bachelor’s degree in Computer Science/Information Science
• Four or more years of hands-on core Java/Groovy programming experience
• Working knowledge of Linux and Linux command-line
• Basic understanding and working knowledge of databases
• Basic understanding of 3-tier architecture
• Good listening skills coupled with good written and verbal communication skills
• Teamwork and collaboration skills

Desirable

• In this role you will work as part of a dynamic and fast moving customer support team to deliver quality resolutions to our customers
• This engineer will work directly with Brinqa customers to own all technical concerns regarding their Brinqa deployments and will provide experienced support and troubleshooting skills to resolve complex technical issues, and proactively address any challenges that impact broader adoption of Brinqa products
• Own and resolve issues with a high sense of urgency and professionalism
• Ability to perform in-depth troubleshooting, be familiar with the customer environments, and provide root cause analysis reports
• Hop on calls right away with customers for high priority tickets to identify root causes or establish immediate steps and communicate towards addressing the issues
• Coordinate with internal teams as needed in order to identify issues/establish next steps to address the customer issues
• Prioritize high-profile and escalated cases and follow through to resolution
• Write groovy/core java based script per customer requirements or re-write existing code for optimal execution per Brinqa platform versions
• Effectively communicate with customers via the service desk, email, phone and other electronic methods
• Maintain excellent relationships with customers
• Contribute to Brinqa knowledge, community, and training resources
• Escalate support cases and priority issues to management as needed
• Maintain impeccable case hygiene and customer related files and records
• Suggest and implement improvements to internal processes and tools
• Identify and independently take on additional tasks
• Seek out and embrace leadership and mentoring opportunities