Principal Technical Support Engineer (Adabas & Natural)

Application Deadline:

01/10/2024

Software AG helps companies to manage and optimize their operations, infrastructure and technology with products that simplify complexity, increase transparency and prepare organizations for change.

Trusted by the world’s best brands for more than 50 years, Software AG’s AI-enabled process intelligence, application development, high-performance database, and strategic portfolio management solutions are used by banks, retailers, manufacturers, governments and more.

Software AG’s Adabas database & Natural development platform are used by the world’s leading organizations to build and deploy high-performance, mission-critical applications for IBM Z®, Linux® and cloud. Governments and businesses (in finance, manufacturing, retail and more) tailor these applications to give their organization a distinct competitive advantage and optimize them to meet the most demanding operational service level agreements. With a pledge to innovate Adabas & Natural to 2050 and beyond, we ensure our customer’s mission-critical Adabas & Natural applications are Future ready. Now.

Be you, join us.

Global Support provides fast, agile, reactive and proactive technical support for our customers, most of whom use Software AG technology in mission-critical business implementations. The division provides support to a variety of large multinational companies via our interconnected global network of experienced engineers, with a primary goal of maximizing customer satisfaction.

As part of the Global Support team, our engineers are the primary interface to Software AG's customers with technical issues, and they work closely with R&D and other colleagues to ensure customer success. We are currently looking for candidates* for a position in the Adabas & Natural product line.

YOUR TASKS 

• Provide professional, courteous and prompt technical support to customers and internal staff to ensure the highest levels of customer satisfaction

• Research technical issues, using problem-analysis techniques, knowledge base research, problem simulation, cross-functional collaboration, and other skills

• Effectively manage customer escalations associated with complex problems from a technical point of view

• Demonstrate initiative and aptitude in acquiring and improving product skills on SAG products and platforms, as well as supporting technologies.

• Help improve our customer self-service knowledgebase by creating and publishing technical articles

• Set up specialized technical environments to reproduce problems as needed

YOUR PROFILE 

• You have a Bachelor’s or a higher degree in Computer Science or working equivalent

• You have proven abilities in a customer service or support role (e.g. direct end user contact or support)

• You have several years of Adabas and Natural products experience

• You have in-depth relevant technical knowledge on Mainframe z/OS and/or Windows/Linux operating systems

• You are a problem solver, and welcome the challenge of finding solutions for complex issues

• You are a team player who enjoys working in a stimulating, international environment that offers many opportunities to strengthen your technical skills through a generous training program

• You are adept in collaborating with multi-cultural colleagues and customers, and demonstrate “customer first” commitment in your work

• You are proficient in English in written and verbal form. Knowledge of Spanish is a plus.

SKILLS 

• In-depth Knowledge of z/OS or Windows/Linux operating systems

• In-depth Knowledge of Adabas and Natural core products

• Knowledge of one or more programming languages, e.g. Natural, JAVA, C++, Cobol, etc. is a strong plus

• Excellent interpersonal and written communication skills

• Strong complex technical problem-solving ability. Ability to effectively prioritize customer problems and manage multiple requests/expectations at once

• Excellent interpersonal and written communications skills. Ability to interact with customers by providing support via phone, web, and email

• In-depth diagnostic and debugging skills

WHAT YOU CAN EXPECT 

• Intensive training of our processes and tools including personal support for an optimal start

• Early assumption of responsibility in exciting tasks

• Pleasant and collegial working atmosphere in a committed and innovative team

• Comprehensive individual training opportunities) for your professional and personal development

• Attractive, performance-oriented income package

• Good work-life balance

What’s in it for you?

Compensation

The annual base salary range for this position is $100,000 - $120,000

This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents and award agreements.

Benefits

• Company paid Holidays, Sick Leave, and Vacation time.

• Paid Family Leave and other leaves of absence.

• Community Service Day.

• Medical, Dental, Vision, FSA/HSA, Life Insurance and Pet Insurance.

• 401(k) Plan with up to 5% employer match.

• Wellness Program.

• 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. 

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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.