Associate Technical Support Engineer (WebMethods)

We help you create effortlessly connected experiences for your customers, employees and partners with an enterprise-grade iPaaS that integrates anything, anywhere, any way you want. By bringing application, data, API and B2B integration together in the same generative AI-enabled platform, you can run a high-performing enterprise and constantly improve it based on data. Get end-to-end visibility and governance across geographies, IT environments, and complex business ecosystems, with hybrid multi-cloud connectivity, and enterprise-grade security relied on by the most powerful banks, governments, and corporations in the world.

Trusted by the world’s best brands for more than 50 years, our technology and team of integration enthusiasts will make sure that integration is a driver of innovation for your enterprise. We are big enough to compete and small enough to care. 

Be you, join us. 

The Associate Technical Support Engineer (ATSE) is responsible for delivering quality software support to Software AG engineers/customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction.

The Associate  Technical Support Engineer can independently handle moderately complex technical problems in his area of product expertise, and can develop solutions through research, collaboration or problem replication.

The Associate Technical Support Engineer works with general guidance from senior engineers and management, and in some areas may work independently.

Essential Functions

• Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes moderate scope problem prioritization, analysis, troubleshoot and devise resolution for issues requiring a review of identifiable factors. Exercise judgment within defined procedures to determine appropriate action. End result should be high level of customer satisfaction.

• Conduct analysis and research of moderately complex technical customer problems. Provides timely resolution and consistent customer communication.

• Analyze SoftwareAG product logs, if applicable to the product line, analyze related information such as Java thread dump, heap dump, network log & garbage collection logs to provide root cause analysis and solutions for issues related to system memory management, clustering, SMTP, TCP/IP, SNMP, HTTP and HTTPs. 

• Execute Unit-Test fixes and when essential, regression test, bug fixes to ensure regression-free solution and production functioning per specifications.

• Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates. Plans should include Service Request Tracking System notes documenting environment, problem description, analysis, next steps (with task owners and dates), and a comprehensive solution description.

• Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledge base.

• Demonstrate initiative in acquiring product skills in a single product family on several platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.

• Provide after hours coverage as required.

Minimum Requirements

• Excellent at problem solving and talent for identifying creative solutions

• Ability to develop skills in emerging fields such as AI, IOT, Big Data, computer Security etc.  

• Skills of at least one Software AG product within their product line and basic understanding of other Software AG products

• Ability to effectively prioritize customer problems and manage multiple requests/expectations

• Excellent interpersonal and written communications skills. Continue to develop professional, interpersonal and customer relations’ skills

• Ability to interact with customers by providing support via phone, web, and email; as well as team-oriented interaction with all Support teams, field, and operational organizations

• Ability to specialize in a core Software AG product area which include IOT Analytics, Cloud, Enterprise Integration/API Integration, Artificial Intelligence, etc.,  and gain overall basic understanding of overall Software AG product portfolio

• Typically 0-1 years of relevant experience including Enterprise Application Integration (EAI), Distributed computing, and Relational database (Oracle, SQLServer, DB2)

• Hands-on Object-oriented programming (especially Java, but C++ or C# experience also beneficial)

• Experience with utilities like packet sniffers, analyzing, stack traces and core dumps, IDEs desirable

• HTML, XML, Internet and electronic commerce technology

• Familiarity with one or more major corporate enterprise Software Suites and standards is preferred (e.g SAP, PeopleSoft, Salesforce)

• Technical knowledge of UNIX/Linux, Windows or Open VMS

Nice to Haves

• Bachelor’s Degree or higher in fields such as (but not limited to) Computer Science, Computer Engineering or equivalent experience

• Typically 0-1 years of relevant experience

• Experience in a customer service or support role preferred

• Expertise in program logic applicable to the product line.

What’s in it for you?

• Earn competitive total compensation and receive comprehensive country-specific medical and other benefits.

• Enjoy time and location flexibility with our Hybrid Working Model, which allows a remote workshare of up to 60%.  Work anywhere in your country or abroad for up to 10 days per year.

• Set yourself up for success in your new role by upgrading your home office space using your one-time hybrid work payment.

• Lean on the Employee Assistance Program for support during some of life’s most common but difficult challenges.

At Software AG we are committed to providing an environment of mutual respect and fairness where equal employment opportunities are available to all applicants and employees without regard to race, colour, religion, gender, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, and any other characteristic protected by applicable law.

We believe that diversity, equity, and inclusion is critical to our success as a global company, and we seek to recruit, compensate, develop, promote, and retain the most talented people from a diverse candidate pool.

To all recruitment agencies: Software AG does not entertain unsolicited CVs without prior approval from Software AG's Talent Acquisition Team. Kindly refrain from sending CVs to our job’s alias, Software AG employees, or any other organizational location without explicit consent. Software AG assumes no responsibility for any fees associated with unsolicited CVs.

Contact:

Unai Manzano

Talent Acquisition Partner

#LI-UM1