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Technical Support Engineer

Location: Various, US & Europe
FLSA: Exempt
Status: Full-Time
Organization: Support

Description:
The Technical Support Engineer position is critical to maintaining customer satisfaction with SDL and Idiom software including enterprise and desktop solutions. The primary focus of this job is to assist in resolving technical support issues with new and existing customers, as well as providing the field technical consultants with the support that they need during implementation. This candidate should have a successful track record working directly with customers while answering questions and resolving customer issues. This candidate will need to escalate issues appropriately and work closely with the development and QA teams. This candidate must have excellent problem solving skills and have at least 5-7 years of experience in technical support.

Responsibilities:
• Diagnose and resolve technical support issues for new and existing WorldServer and TMS customers.
• Create and maintain test environments in Support to replicate customer issues and test fixes and workarounds.
• Report solutions and best practices back to customer.
• Maintain accurate and complete record of support activities within Parature customer ticketing system.
• Ensure continuous monitoring of customer tickets so that they are resolved according to customer service level agreement timelines.
• Work closely with development to diagnose bugs and provide workarounds to customers.
• Escalate customer issues appropriately within Support group and/or to Engineering.
• Assist the Engineering Team and Software Quality Assurance Team with product design enhancements, integration and testing.
• Assist Professional Services, Sales and other field personnel with technical issues as necessary
• Contribute and maintain knowledge base documentation.

Requirements:
• Bachelors Degree in Computer Science or related field
• 5-7 years of experience in customer support/technical support role.
• Strong written and oral interpersonal and communications skills
• Excellent investigative and debugging skills
• Excellent time management skills, organizational skills, problem-solving and crisis management skills.
• Knowledge of programming concepts and general ability to read code
• Experience with RDBMS's (Oracle/SQL Server)
• Experience with Windows and Unix (Solaris, Linux) platforms
• Experience with Application servers (e.g. Tomcat, IBM Websphere, BEA WebLogic)
• Familiarity with HTML, XML, Java, SQL technologies preferred
• Familiarity with Enterprise Software or Content Management Software a plus
• Familiarity with ClearQuest and Parature tracking tools a plus
• Requires carrying a pager or text message capable cell phone to provide 24x7 coverage on a rotating basis.
• Ability to travel up to 5% of the time

About Idiom:
Idiom Technologies creates simultaneous enterprises that rapidly deliver business-critical content in different forms, different markets, and different languages simultaneously. Since 1998, Idiom has been helping companies such as Adobe Systems, Baxter Healthcare, eBay, General Electric, Motorola, and Oracle become simultaneous enterprises, and achieve worldwide competitive advantage by:

Automating content globalization to speed time-to-market. Assuring global content quality to improve customer satisfaction. Accelerating international revenue while decreasing globalization costs.

Idiom is backed by leading venture capital firms, and leading technology companies such as Greylock, Globespan Capital Partners, North Bridge Venture Partners, Sigma Partners, and Oracle.

Please forward resumes to:
Human Resources Dept.
Idiom Technologies, Inc.
200 Fifth Avenue
Waltham, MA 02451
USA
Tel: +1 781.464.6000
Fax: +1 781.464.6010
Email: careers@idiominc.com