Sr. Technical Support Engineer - Level 3

Sr. Technical Support Engineer

The Sr. Technical Support Engineer ensures Park Place Technologies derives maximum benefit from the sale of its products by providing customers with high quality Technical Support.

Responsibilities

• Provide advanced support services including software deployments, specialized configurations, customizations, and other services as agreed with the customer.
• Run customer workshop sessions.
• Work closely with Sales Account Managers and Solution Architects.
• Mentor and guide others in resolving complex software operational issues.
• Advise customers how to configure and use Park Place Technologies’ software products to satisfy their operational needs.
• Trouble-shoot and identify the cause of customer software product problems.
• Resolve customer problems, ensuring workarounds and software patches are made available in accordance with agreed service levels.
• Ensure all customer problems and queries are logged in Park Place Technologies’ Helpdesk system, escalated where appropriate and tracked through to completion.
• Work closely with Software Development Teams on the resolution of customer problems.
• Engage with Sales and Pre-Sales Teams to facilitate successful Proof of Concept trials.
• Develop and maintain a full and current awareness of Park Place Technologies’ software products.
• Maintain an awareness of IT technologies relevant to the operation of Park Place Technologies' software products and services.
• Other duties as assigned.

Addendum A – Entuity Software

Additional Responsibilities

• Advise customers how to integrate Entuity software with corporate user authentication systems (e.g., Active Directory, LDAP, SAML, SSO).
• Advise customers how to customize Entuity software dashboards, reports, and exports.
• Develop and supply to customers customized rules and scripts using Groovy scripting language to change how Entuity Software processes alerts and forwards them to third-party software products.
• Develop and supply to customers customized configurations using Stormworks Statement language to change how Entuity Software collects and processes data.
• Issue customer licenses as required.
• Create and issue Device support software configurations and overrides to customers as required.

Basic Qualifications

• Bachelor’s degree required in a Computer Networking or Software related discipline.
• A minimum of 5-7 years’ experience of MS Windows, Red Hat Linux and VMware.
• 3-5 years’ Technical Support Engineer experience.
• Knowledge of network technologies and device types (routers, switches, load balancers, etc.).
• Advanced understanding of IT technologies relevant to the operation of Entuity products and services.
• Exceptional interpersonal, verbal and written communication skills.
• Proven ability to work in a professional manner to resolve customers’ technical issues.

Preferred Qualifications

• Network device vendor certifications (CCNA, JNCIA).
• Experience of operating and/or supporting Infrastructure Monitoring tools.

Travel

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