Software Support Engineer This page is formatted for printing on standard letter size
Job Summary:
The Support Engineer must be an experienced support provider with an established track record of providing high quality support to meet customer requirements. The SE is the primary liaison between the customer base and all other internal contacts. The Support Engineer must have an understanding of the support complexities of the products and environments being supported, as well as an understanding of the support process and its requirements. There must be a demonstrated ability to work with other people as a member of a team.
Duties and responsibilities:
· Provide technical assistance with respect to customer issues and concerns from issue to follow up and resolution.
· Discover, isolate and duplicate problems and develop solutions using software and hardware tools as required.
· Write example applications for customers demonstrating API.
· Identify scope of work, prioritize and ensure completion in a timely fashion.
· Work with Engineering to incorporate changes to products initiated by customer needs.
· Accurately record customer issues and document resolutions.
· Analyze process, procedures and products for Root Cause Analysis.
· Participate in QA, testing and documentation review.
· Maintain a thorough understanding and broad knowledge of product information.
Job Requirements/ Education:
· Must - MS/BS in EE/CS.
· Must - Project and time management skills required.
· Must - Familiarity with DSP technology.
· Must - Knowledge of C++, Visual C++
· Must - Excellent documentation and organization skills.
· Desirable - Knowledge of Visual Basic would be an asset.
· Desirable - Hardware experience with Analog & Digital Circuits would be an asset.
· Desirable - Experience with ISDN, PRI and digital protocols.
· Desirable - Knowledge of Digital PBX’s. (i.e. Nortel Meridian, Avaya, Siemens)
· Desirable - Proven ability in a technical support field. · Strong ability to understand customer technical issues. · Solid customer service orientation and a passion for excellence.
· Must - Ability to work in a fast paced environment.
· Must - Willing to travel. 10% of the time or as needed.
· Familiar with ISO 9000.
Contact Info
Sharon Miskewicz, Human Resources
Fax resumes to 732-469-2899
Email to: hr@ai-logix.co
· Strong ability to understand customer technical issues.