Senior Support Engineer

Summary

Join Precisely as a Senior Support Engineer and provide world-class technical support to our customers, resolving complex issues and ensuring their success with our B2B investments, including Sterling B2B Integrator. You will investigate and solve complex problems across various platforms and systems, continuously learn new technologies, and contribute to our knowledge base. This role requires excellent communication and problem-solving skills, along with a deep understanding of database management systems and networking principles. Proficiency in Spanish or Portuguese is required. The position involves periodic weekend and late shifts for time zone coverage and on-call support. Precisely offers a work-from-anywhere culture and opportunities for career development.

Requirements

• A candidate with a bachelor’s or master’s degree in computer science or related field. Equivalent work experience will be accepted
• Experience supporting, developing, or managing Sterling B2B Integrator or Sterling File Gateway is highly desired
• Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills
• Self-motivated and enthusiastic when working with difficult problems and tight deadlines
• Understanding of database management systems including relational database design principles, tuning, SQL execution, and configuration
• Understanding of networking design principles and protocols such as TCP/IP, HTTP/S, S/FTP, SMTP, AS2 and others
• Strong debugging and problem-solving skills
• Distributed computing experience including networked clustering, cloud services, and load balancing
• Operating system (AIX, RHEL, Windows, RHOCP) knowledge and administration
• Database systems (Oracle, Microsoft SQL Server, DB2, ODBC and JDBC protocols)
• Docker, Kubernetes, OpenShift, or other virtualization technology

Responsibilities

• Provide world class technical support over the phone, remote desktop connections and through case management system. This includes meeting Service Level Objectives, updating stakeholders in a timely manner, and documenting critical information
• Address and resolve issues quickly and effectively to ensure customer satisfaction
• Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases
• Understand the complexities of enterprise systems and be able to determine if the cause of an issue is within the product, third party libraries, user developed code or jobs, or platform libraries
• Continuously learn new technology, tools, systems, and sharing that knowledge within the team
• Contribute to comprehensive internal and external Knowledge Base documentation for use by both customers and team members
• Debug and provide recommended solutions and tools to address product issues and enhancements
• Periodic weekend and late shifts for time zone coverage and on call support

Preferred Qualifications

• Understanding of networking design principals and established protocols, including TCP/IP, HTTP/S, S/FTP, SMTP and other data communication protocols
• Strong debugging and problem-solving skills, with experience reading and/or writing C, C++, Java, or other object-oriented languages
• Full professional proficiency in Spanish and/or Portuguese
• Detailed knowledge of one or more of the following technologies is a plus
• Experience supporting, developing, or managing Sterling B2B Integrator, Sterling File Gateway, Partner Engagement Manager
• UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) and Windows knowledge and administration
• Database systems (Oracle, Microsoft SQL Server, DB2, JDBC)
• Messaging system tools such as JMS or IBM MQ
• B2B communication protocols such as AS2, SWIFT, Connect:Direct, and older protocols ldap, sftp, ftp, https with both server and client authentication
• Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, or other virtualization technology

Benefits

• With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents
• We are committed to career development for our employees and offer opportunities for growth, learning and building community