Navis / Xvela

Support Engineer, LATAM

US-FL-Miami | BR
2 weeks ago
Requisition Number
2017-2159
Region
South America
Type
Regular Full-Time

Overview

We are looking for a dynamic individual with a proven track record of success as a Technical Support Engineer within the software industry. You will be working in a customer support environment, consulting with customers, handling cases and providing fixes to problems as well as liaising with the development team for more complex fixes.   To be selected, you must be able to articulate how you are different from your peers and why this leads to exceptional results.

Responsibilities

  • Support internally developed Terminal Operating System software applications and hardware products and provide assistance in troubleshooting customers systems issues as they pertain to their use of NAVIS products.
  • Product issues are reported and recorded by customers via the company website, and are then assigned to a Support Engineer to resolve. The assigned Support Engineer is responsible for managing the case from beginning through to resolution and closure via the other departments such as Sustaining (Development), QA Testing and Product Release. Assistance may need to given with appropriate RMA processes.
  • Support role mainly consists of verifying, reproducing and isolating bugs or faults reported by the customers. Although the role does not call for any development work to be performed, it helps to have the ability to debug the software application and step through the code to isolate and understand the potential cause of a problem. Java, Groovy and/or other programming language experience is a plus.
  • Bugs are normally reproduced in a lab environment using copies of the datasets supplied by the customer. If this is unsuccessful, then remote connections are established to the customers test environment to allow the engineer to isolate issues further.
  • Customers can also raise “question type” cases which often require detailed investigation work to be carried out in order to provide an answer. Reference sources include manuals, the case management tool (for searching for other logged cases), the application code, and Escalation Engineers or Product Engineering, who have spent several years supporting the products
  • On-site customer facing work includes work on upgrading NAVIS software or hardware, and helping to resolve any critical bugs or faults that could not be reproduced off site, and testing the integration of the NAVIS products with other 3rd party systems.
  • Account and/or project management work on assigned accounts such as conducting conference calls, case/project reviews, assist with PS project go-lives and handling other account related issues.
  • In addition to the above, by virtue of their superior knowledge, skills, and experience, a Senior Support Engineer will provide leadership and guidance to more junior members of the Support team, take leadership in solving more complex issues, and be a focal point internally within NAVIS for any issues surrounding their product set and its related systems technologies.

Qualifications

Education:

  • BS degree in computer science or the equivalent is required.

Experience: 

  • 5-7 years related support experience
  • Detailed knowledge of and experience in of any combination of the following technologies is essential – Windows server including clustering and VMWare, Networking technologies especially TCP/IP, Linux (or other flavor of UNIX), MS SQL Server 2008/2012/2014, ORACLE 10g/11g/12c, Groovy

Communications and Professional Skills: 

  • A strong and inherent customer service/technical support orientation
  • An analytical approach and interest in solving difficult problems
  • Deep understanding of any NAVIS products and related systems technologies
  • Strong technical and troubleshooting skills in several applications and technologies
  • Knowledge of relational database structures, web-based enterprise solutions and technologies
  • Strong leadership, account/project management and organizational skills
  • Detail oriented, hardworking and self-motivated
  • Excellent written and oral communications skills in English. Spanish and Portuguese are a plus
  • Must be willing to travel based on business needs and have the ability to work extended hours under tight deadline to successfully meet objectives
  • Positive enjoyment of teamwork especially in relation to multi-disciplinary virtual teams in disparate geographical locations

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