Senior Technical Support Engineer

Employer:        Software AG USA, Inc.

Position:          Senior Technical Support Engineer

Location:         San Jose, CA; may telecommute from any continental U.S. location

Duties:             Provide technical support related to the design, installation, operation and functionality of assigned complex system level software products. Duties include prioritization, analysis, and resolution of problems of diverse scope requiring an evaluation of identifiable factors. Develop and maintain specialized test environments to facilitate the reproduction and verification of solutions to technical problems. Draw on experience with object-oriented programming, HTML, XML, Internet and electronic commerce technology, Unix/Linux and Windows operating systems, Enterprise Application Integration (EAI), Distributed computing, middleware and Relational database (Oracle, SQL Server, DB2), and diagnostics and debugging skills including Java application code debugging, analyzing Java stack traces, thread dumps, heap dumps, complex JVM memory or high CPU issues and network troubleshooting skills to provide root cause analysis and solutions for issues related to system memory management, clustering, SMTP, TCP/IP, SNMP, HTTP and HTTPs. Define and drive analysis and research of more difficult technical customer problems. Root cause analyze technical issues reported by customers by analyzing the diagnostics available depending on the assigned Software AG product line such as the product log, application code, Java thread dump, heap dump, network log & garbage collection logs. Develop a documented troubleshooting plan (includes Service Request Tracking System notes documenting environment, problem description, analysis, next steps with task owners and dates, and a comprehensive solution description) in place for each request and communicate progress against the plan to the customer via frequent and regular status updates. Validate product bug fixes to ensure regression-free solution and product functioning per specifications. Oversee and report on installation testing as products move through the product release cycle. Drive resolution issues with R&D during the product problem resolution cycle. Define and report on product supportability and readiness issue during the product life cycle. Drive production of product knowledge for self-service consumption.

Requirements: Bachelor’s degree, or foreign equivalent, in Computer Science, Computer Systems Engineering, or a similar technology-centered field, plus 2 years of experience reflecting demonstrable ability in object-oriented programming, HTML, XML, Internet and electronic commerce technology, Unix/Linux and Windows operating systems, Enterprise Application Integration (EAI), Distributed computing, middleware and Relational database (Oracle, SQL Server, DB2), and diagnostics and debugging skills including Java application code debugging, analyzing Java stack traces, thread dumps, heap dumps, complex JVM memory or high CPU issues and network troubleshooting skills.

Salary Range:  $100,963/year to $133,870/year

Benefits include medical, dental, vision, life insurance, 401k, work / life.

It is the policy of the Company that employment decisions shall be based on merit, qualifications, and competence. Employment practices shall not be influenced or affected by virtue of an applicant’s or Employee’s age, race, color, gender, gender identity or expression, genetics, sex, sexual orientation, marital status, pregnancy, national origin, ancestry, religion, disability, protected veteran status and other protected classifications. In addition, it is Company policy to provide an environment that is free of unlawful harassment of any kind, including that which is sexual, age-related, or ethnic. This policy governs all aspects of employment, promotion, assignment, discharge, and other terms and conditions of employment.
Software AG is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status. It is the policy of the Company that employment decisions shall be based on merit, qualifications, and competence. Employment practices shall not be influenced or affected by virtue of an applicant’s or Employee’s age, race, color, gender, gender identity or expression, genetics, sex, sexual orientation, marital status, pregnancy, national origin, ancestry, religion, disability, protected veteran status and other protected classifications. In addition, it is Company policy to provide an environment that is free of unlawful harassment of any kind, including that which is sexual, age-related, or ethnic. This policy governs all aspects of employment, promotion, assignment, discharge, and other terms and conditions of employment.