Advanced Technical Services Engineer, Senior

Overview

The Senior Advanced Technical Services Engineer is a senior member of the Advanced Technical Services team and is responsible for executing technical activities within Technical Support, while being a mentor to the Technical Support Team. This role requires a combination of technical and interpersonal skills to be successful.

Responsibilities

 Assist in the resolution of complex customer issues by utilizing TraceLink products, working with TraceLink teams to develop new product solutions or creating internal tooling.

 Serve as technical advisor and mentor to Technical Support engineers

 Coordinate triage, prioritization, delegation and execution of customer Data Repairs

 Create and support scripts to assist the Technical Support Teams

 Recognized Subject Matter Expert for 3-4 TraceLink Applications

 Document and provide technical training to Technical Support Teams

 Advocate for product enhancement and issue resolution by liaising to other TraceLink teams

Skills and Competencies

 Proficiency in reading, parsing and manipulating various technical formats such as XML, JSON and CSV.

 Base knowledge of multiple scripting languages (Perl, Python, shell script).

 Strong debugging skills and familiarity with debugging software to resolve complex problems.

 Expert ability to analyze application logs

 Able to create and evaluate the merits of multiple solutions to problems; aids in coming up with effective and creative solutions to complex use cases.

 Knowledge of B2B technologies such as AS2, SFTP and Web Services.

 Extensive working knowledge of Microsoft products (Office, Project, Outlook, SharePoint), Google products (Gmail, Calendar, Drive, Docs, Sheets, Slides, Groups, Hangouts, Forms), Salesforce and other industry standard collaboration tools (Slack, etc.).

 Consistently meets milestones and commitments; sets the right example and ‘standard’ within the organization.

 Effectively plans work and manages peer and customer expectations.

 Highly self-motivated; thrives in a fast-paced environment.

 Excellent verbal and written communication skills, with extremely high standards for documentation.

 Is a very effective listener and understands the needs of customers and team members.

 Acts as a facilitator or moderator in internal and customer meetings.

 Acts as a mentor to other Technical Support resources.

 Contributes to, and embraces, the Technical Support strategy. Secondary

 Openly shares information, experience and expertise with others to foster team spirit in support of Technical Support goals.

 Able to lead a cross-functional team effort to resolve complex problems.

 Identifies gaps in team knowledge and proactively works to close gaps through either creating new communication channels or contributing to existing ones.

Essential Qualifications

 Fluent in written and spoken English. Additional language skills may be required depending on geographic assignment.

 5+ years of experience in technical customer-facing roles, preferably within technology delivery organizations.

 BS/BA technical degree or equivalent experience.

 In depth knowledge of UNIX and/or JAVA.

 Working knowledge of common ERP systems.

As part of team rotation, will work late shift, Monday to Friday from 11 AM ET to 8 PM ET + rotational if required

As part of team rotation, will be on call Monday to Sunday from 8 AM ET to 11 PM ET