Product Support Engineer - CM PRO

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

Overview of Job Function:

The Product Support Engineer analyses and evaluates technical problems and/or functionality questions within the software based on the application, data source or integration with external applications to determine the best course of action in resolving problems and/or inquiries as they arise.  As a Support Engineer, you will develop and maintain product knowledge relevant to product offerings, current support policies and methods of support delivery to quickly provide technically accurate and complete resolutions. You will also provide support and training to more junior members of the team

Principal Duties and Essential Responsibilities:

• Part of a team delivering Technical Support to our Customers and Partners
• Develop key skills and knowledge of Verint applications.
• Deliver a high level of customer satisfaction through prompt, professional and knowledgeable assistance. 
• Use the Verint Incident Management System to track Service Request activity, providing detailed updates to Customers on all service requests assigned to you.
• Effective and efficient problem-solving skills - Ability to define problems, collect data, establish facts and draw valid conclusions
• Carry out proactive monitoring of all service requests assigned to you with appropriate action taken to expedite closure. 
• Liaise closely with the Engineering Teams to identify product defects.
• Research and investigate RCA (Root Cause Analysis) on repeat issues and escalations
• Able to be professional and have timely management of personal workload covering multiple requests.
• Successfully mentor a colleague resulting in increased effectiveness of the individual
• Participate in Out of Hours support as directed and required and to undertake On Call duties if required.
• Carry out all duties in accordance with company policy and quality assurance processes 
• Maintain an awareness of company and departmental objectives and goals
• Maintain an awareness and knowledge of working practices and processes
• Meet or exceed of company and departmental objectives and goals

Minimum Requirements:

• Minimum of 3 years’ experience of working within a customer-facing technical support role.
• Experience supporting software applications to “Blue Chip” enterprise customers, government agencies, IT professionals and partners
• Exceptional verbal and written communication skills
• Proven ability to explain complex ideas to those with limited IT and systems knowledge
• Understanding of RDBMS such as Oracle, SQL Server or MySQL
• Experience of programming and debugging
• Familiarity with techniques for troubleshooting and root cause analysis in an application support role 
• Experience of a cloud service AWS, Microsoft Azure, GCP
• Experience of UNIX (Linux, Ubuntu, RedHat, Centos)
• Clear understanding of enterprise Java applications
• Good understanding of web mark-up, including JavaScript, HTML5, CSS3
• Experience of an IDE e.g. Eclipse, IntelliJ IDEA.
• Experience of Tomcat, or alternative application servers

Preferred Requirements:

• Some understanding of Verint Case Management Applications
• Networking 
• Experience of TCP/IP, DNS, LDAP, WMI, Single Sign On
• Experience of using Confluence & JIRA
• Experience of PowerBI or alternative reporting tools – Jreports, Crystal Reports

Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.