Software Support Engineer Resume Samples

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I Brown

Ibrahim

Brown

688 Destiney Crossing

Dallas

+1 (555) 190 7081

688 Destiney Crossing

Dallas

Phone

p +1 (555) 190 7081

Experience Experience

Houston, TX

Software Support Engineer

Houston, TX

Kuhic-Deckow

Houston, TX

Software Support Engineer

Provide assistance and input into the planning and implementation of software development projects to both internal business units and external customers
Provides input for documentation of new software and assists in maintaining documentation of existing/in-development software
Providing prompt assistance and accurate feedback to device users
Working with customers, internal technicians, and product development teams to coordinate and support deployment of connectivity services to the customer site
Working as interface between software development and service teams in order to find efficient solutions for issues
Provide technical support for released application software, working with customer support team
Provide off-hours customer support via pager and cellular telephone as scheduled. Provide telephone coverage as scheduled

Chicago, IL

Global Software Support Engineer

Chicago, IL

Welch, Olson and Treutel

Chicago, IL

Global Software Support Engineer

Manages queue and SRs to provide the highest level of customer service within standard support guidelines
Providing advice and assistance on installation, application, configuration, commissioning and troubleshooting of
Liaising with software developers for providing customer solutions
Responds quickly to customer requests for escalations by contacting the owning engineer’s manager
Monitors translation queues to make sure translations occur in a timely manner
Provides the best possible translation for both customer and internal Support engineer – using collaboration methods as necessary
Reports to a regional Team Lead and EMEA Customer HUB Manager

present

New York, NY

Senior Software Support Engineer

New York, NY

Dicki, Batz and Gottlieb

present

New York, NY

Senior Software Support Engineer

present

Install, configure and maintain software components used in OCC’s clearing and enterprise systems on multiple operating system platforms
Install, configure and maintain enterprise monitoring systems used in OCC’s clearing and enterprise systems on multiple operating system platforms
Use high-level expertise with products to advise on design and assist with development of applications using these tools
Implement and manage monitoring technologies for software, server, and network platforms
Resolve configuration-related problems
Assist production support and development staff in debugging application defects
Perform other duties as assigned

Education Education

Bachelor’s Degree in Science

Liberty University

Bachelor’s Degree in Science

Skills Skills

Ability to analyse relevant logs and tracing and extract relevant details and understand the relationship of the details
Strong working knowledge of Office software
Ability to work with clients, co-workers or third parties professionally and tactfully
You will gain valuable experience and wide knowledge of Software integrative systems
Proficient programming knowledge
Ability to learn and apply new technical skills and concepts quickly
Communications skills (both verbal and written) with the ability to communicate detailed points to relevant audiences
Strong working knowledge of ORACLE SQL, C/UNIX, Pro C and Unix Scripting
Excellent communication skills enabling the professional management of key accounts
Good knowledge of SQL server database languages, software development (MS Visual Studio with C, C++, C# or VB) .NET Framework advantageous

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15 Software Support Engineer resume templates

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Software Support Engineer Associate Resume Examples & Samples

Problem solving, troubleshooting, documenting, testing, and support of web applications
Assist Development and Support experts in troubleshooting customer-reported issues
Aid with testing, execution, and documentation of any issues found
Update support tickets and test cases as needed
Perform daily data audits
Work on special projects or tasks to develop and improve operating efficiency of technical/applications
0-2 years of QA or Customer Support experience
Completed a related 4-year or technical degree, or be close to completion
Strong organizational skills; strong analytical ability; attention to detail; critical thinking; outstanding communication skills
Experience responding to customer-reported issues; experience in a customer-facing role is a plus
Knowledge of C#, JS and SQL would be beneficial
Exposure to digital marketing such as SEO (Search Engine Optimization), SEM (Search Engine Marketing), Web Analytics, Social Advertising, Display, etc
Exposure or knowledge of an agile work environment is desired
A dynamic, entrepreneurial culture

Software Support Engineer Resume Examples & Samples

Provide technical support for the POINT application (9-6 ET)
Provide after hours support (rotation) Mon-Fri from 6pm-3am ET (and weekends)
Triage and resolve client-initiated data, analytics, and system issues
Verify if issues are system defects, system limitations, thereby new system requirements, or a clients misuse of the existing functionality
Improve support workflows and solutions
3+ years of experience in SQL
3+ years technology experience in the financial industry
Basic knowledge of Linux based operating systems
Good knowledge of PERL and XML based technologies ( XPath and schemas)
Fixed income, derivative and equity product understanding

Software Support Engineer Resume Examples & Samples

Respond to help requests from helpdesk ticket queue to assist and solve issues in lab in a timely manner
Deploy new systems, both real and virtual as required. No physical racking necessary
1+ years experience with vCenter server and ESXi
Solaris VM & zones
Windows Deployment Server
Experience with Redhat kickstart
Development experience of simple LAMP web applications

Software Support Engineer Resume Examples & Samples

Work from a standard protocol, utilizing a documented process to respond to customer issues
Successfully resolve technical issues related to hardware and software from incoming customer contacts and proactive notification systems
Work remotely via telephone, email, e-chat, and ticketing system to respond to first-level technical issues
Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement
Collaborate across teams to resolve issues and help reproduce issues in lab environment
Bachelor’s degree (completed prior to start date) in computer science, information systems, or related fields
Background in object-oriented software development (e.g. java, .NET, etc.)
Experience with technical support and/or hardware and software computing, storage, and peripheral devices
Knowledge and/or experience with updating Knowledge Management systems
Eager, quick learner with strong team-work spirit
DBMS and/or SQL experience
Basic understanding of Web Application Servers, firewalls and http/https communications
Experience with troubleshooting in a technical environment
Advanced proficiency with case management databases and tools

Japanese Speaking Graduate Software Support Engineer Resume Examples & Samples

1 or more of the following programming languages: Java/J2EE
MYSQL
Problem Solving and Customer Support Skills
Japanese: Fluent

Software Support Engineer Resume Examples & Samples

Provide customer software product support/ requests for customer base and ensure that all calls/responses meet Quality standards and KPI's
As part of the Customer management & delivery team, have responsibility for SQL Server administration, data base administration, backup, replication, disaster recovery strategies
Provide IT Infrastructure support both in-house and at customer sites
Prepare end user and technical user documentation for environmental products
Attend customer sites, for installations, training, go lives & review meetings, always providing a high level of customer service
Involved in product improvement program, consulting to customer & monitoring of performance metrics

Software Support Engineer Resume Examples & Samples

Provides front line responses to website, e-mail, and telephone Client issues in within published Service Level Objectives
Participation in after-hours and weekend on-call rotation is required
Documents all client issues in call logging system and keeps them updated with current status
Escalates cases promptly to other team members when handover is required
Manages customer expectations, ensuring resolution of issues
Collaborates with Global Support team to progress client issues
Demonstrated client service skills by meeting or exceeding client expectations
Develops technical understanding of IBM Marketing Cloud software products and achieves required level of IBM Marketing Cloud Product certification
Creates knowledge base articles and provides input and recommendations
Assists with other reasonable duties and tasks as may be required
Demonstrated experience working in a Customer Support organization that provides advanced highly-technical support for software or other technical services company
Demonstrated diagnostic skills including the ability to successfully troubleshoot advanced software issues
Proven track record of technical knowledge with demonstrated technical ability with software technologies

Software Support Engineer Resume Examples & Samples

Here is how you can contribute to our team and the key projects that you will do on the job
Provide operations support to the Dev Ops engineers and architects on the team
Automate manual enterprise operations tasks and optimize business process to reduce workloads & create proficiencies
Create automation scripts that streamline processes and increase system reliability
Support Autodesk enterprise growth and scale maintenance activities with tools like Ansible, Chef and Puppet

Software Support Engineer Resume Examples & Samples

2nd Tier Support, which includes
Resolve the majority of problems and simulate complex configuration and software problems
Support problem isolation and determination of product specification defects
Define an action plan for problem resolution, involve R&D when required
Analyze recurring issues and maintain an open channel with the R&D and Product teams for improving the product
Monitor the various products and address issues proactively before they become operational problems
Understand partners' needs and provide fixes and workarounds in order to ensure smooth operation

Voice Application Software Support Engineer Resume Examples & Samples

Provides top-level support to international customers within their own team or work closely with other teams to solve problems and enhance future products with limited supervision
Solves service requests of different complexity raised by customers through phone, email or remote access
Demonstrates knowledge in the hardware and software platform, builds databases of existing issues, use debugging tools and lab simulations to analyze problems and identify solutions and achieve higher customer satisfaction by providing high quality solutions
Identifies improvement opportunities and recommendations in products and processes
Keeps up-to-date with the latest Cisco technology products in his field of expertise in order to provide high quality support
Demonstrates excellent English skills in both oral and written communications
Follow support center processes for effective management of assigned support requests
Willingness to work in swing/night shifts (US prime shift)

Software Support Engineer Resume Examples & Samples

Working with both established and leading-edge technologies, including Oracle PL/SQL, Microsoft .Net, C#, JQuery, nHibernate, Ext-JS, and many others
Perform in-depth, back-end, troubleshooting
Work closely with the vAuto development team on support requests
Ensure timely responses for all client technical issues are in line with the department and client expectations
Share product solutions/resolutions/fixes to technical functionality issues with the support team
Author and maintain system and internal process documentation
Work closely with Support Management team to identify areas needed for development and improvement
Follow and execute tasks in accordance with operational processes and guidelines
Be assertive, confident, able to work as an individual and as part of a team and strive to exceed our customer expectations
Solution based minded individual with excellent technical problem solving skills
Strong verbal and written communication skills needed to communicate complex issues in a clear and concise manner
Exhibit excellent retention of knowledge for new technology and product, with the added ability to provide / implement a solution
Advanced knowledge of SQL required (Oracle specific a plus)
C#, .Net and/or JavaScript knowledge is a plus
Must have experience/background in highly complex, technical problem solving
Must possess bachelor’s degree or corresponding job experience
Prior experience in any one of these technologies is not required, but preferred

Software Support Engineer Resume Examples & Samples

Install, configure and maintain software components used in OCC’s clearing and enterprise systems on multiple operating system platforms
Use high-level expertise with products to advise on design and assist with development of applications using these tools
Assist production support and development staff in debugging application defects
Ability to multi-task and work with management to prioritize tasks
Demonstrate strong confidence in abilities and knowledge
Ability to work well in crisis situations
Flexibility to be on call from 5 PM to 7 AM for 3 months per year
Solid understanding of
High school diploma or equivalent, Bachelor's degree in a related area preferred
3-5 years of related experience with

Senior Software Support Engineer Resume Examples & Samples

Install, configure and maintain enterprise monitoring systems used in OCC’s clearing and enterprise systems on multiple operating system platforms
Configure production, development and testing environments and ensure availability of these application services
Provide performance tuning of components and services as well as availability in disaster recovery
Implement and manage monitoring technologies for software, server, and network platforms
Resolve configuration-related problems
Bachelor's degree in a related area
5-8 years of related experience with

Financial Software Support Engineer Resume Examples & Samples

Acquire and maintain in-depth knowledge about Moody's Analytics products, and the environments and platforms they run on
Liaise between the Client Services teams and the Product Management / Engineering teams by accurately troubleshooting and investigating complex functional and technical issues
Respond to client demands in a courteous, professional, accurate and timely manner via web, email, telephone, and in person
Provide in-depth education and assistance on product functionality, business use, and the product technical architecture
Own, escalate, and project manage across functional teams to deliver complete solutions to our clients
Identify, capture, and channel client feedback on product features and functionality to the Product Managers
Make use of and further enrich our knowledge management tools to ensure that we work efficiently and capitalize on our experience
Input and maintain all client interactions to track activity using the internal CRM system
May perform occasional on-site client trips (installation, configuration, and troubleshooting)
Rotational Weekend On-Call Support work may be required
Bachelor's degree in a Computer Science, Mathematics/Statistics, Finance, Information Systems, or similar discipline
Master’s degree in Computer Science, Engineering, Finance, or similar discipline is a plus
Minimum 1 year relevant work experience or equivalent knowledge in code development/programming such as Java, C++, Python, Perl and PL/SQL (please note this is not a code development/programming position)
Experience and/or familiarity with the financial or commercial credit industry is a plus
Strong client facing skills are essential
Good interpersonal skills and the ability to build strong professional relationships at all levels, with both internal and external parties
Ability to work autonomously with some supervision, yet integrate appropriately with the team and other areas within Moody’s
Highly organized, efficient, and able to work to tight deadlines in a high pressure environment
Ability to work pro-actively, multi-task, and initiate ideas/suggestions
Excellent planning, organizational, implementation, and follow-up skills required
Fluent in Spanish (reading/writing) preferred

Software Support Engineer Resume Examples & Samples

Responsible for delivery of agreed changes to executable software and database components
Produce high quality design specifications for the software under change
Produce high quality test plans
Produce high quality test specifications
Carry out integration and verification testing of software on the reference systems located at the Thales site in Cheadle
Knowledge of CORAL66 development language and development environments would be beneficial
Knowledge of ADA development language and development environments would be beneficial
Support and understanding of updating and maintaining software systems
Ability to diagnose faults in software and in systems in conjunction with hardware engineers
Taking software through a full lifecycle from elicitation of customer requirement through to formal acceptance at customer sites, including integration and verification testing
Ability to produce comprehensive documentation for the design and test of software

Software Support Engineer Resume Examples & Samples

Develop process and procedures to increase issues resolution by Level 1 Help Desk staff
Manage end user issue resolution through multiple internal and external teams
Up to 3 years of experience supporting Microsoft .NET web based applications and Windows servers
Working knowledge of Microsoft SQL Server, ASP.NET, and IIS
Experience working with xml & config files, windows & web services
Ability to analyze SQL traces and work with WinDbg is preferred

Software Support Engineer Resume Examples & Samples

You answer and register customer service requests in the CRM system and hereby respect the Service Level Agreement
You consequently log all actions taken, including labour time
You diagnose and solve the reported customer problems, making use of remote tools
You decide on actions to be taken required to resolve a problem if no remote solution is available: involve Global Support, request hotfixes, schedule interventions, etc
You proactively inform the customer about the service request status
You correctly administer own service requests, and focus on MTTR
You maximize the use of Telescope, knowledge base, EskoLink, etc
You keep own knowledge up to date by attending relevant courses or self-study
You follow the timing and courses to be agreed upon with the Support Coordinator
You have a good knowledge of Esko Software products in order to guarantee a professional call registration. You have in depth knowledge about the products and markets you support
You have a good knowledge about the customers’ workflow and business
You possess a basic knowledge about related products, 3d party, competitive solutions
You have sufficient IT skills: networking, Mac and Windows OS
You have excellent language skills – English and one or more local languages
You have good time & priority management skills, familiar with all Esko Software products in order to guarantee a professional call registration

Software Support Engineer Experienced Resume Examples & Samples

Analysis- Anaylzes production issues from business and the application/code perspective and outlines corrective actions. Performs impact assessments of the issues and contributes to the Root Cause Analysis of critical issues
Innovation & Continuous Improvement - Introduces continuous improvements and increased efficiency to the software or business processes by utilizing Software Engineering tools, innovative techniques and the reuse of existing solutions. Applies automation to minimize complexity, reduce time to response, etc
Quality and SLAs - Contribute to meeting the SLAs and KPIs as applicable for the account and unit - for example, responsiveness, resolution, software quality SLAs, etc. Ensures that assigned tasks are completed on time and that delivery timelines are met in accordance with the quality targets of the organization
Communication - Communicates with internal/external customers to enhance the understanding of customer problems, and verifies that an appropriate resolution has been applied
You will be part of very dynamic team working with top of the line technologies
Software development background in enterprise environment with deep understanding of SQL, XML, SOAP, REST and similar protocols/technologies
Excellent debugging skills on UNIX based platform
Knowledge of software development tools and IDEs like SQL developer, XML Spy etc
[Preferred] Knowledge of telecom domain, enterprise services, order fulfillment, fallout handling
Analytical Thinking & Problem Solving - Expected Proficiency Level: 1
Creativity & Innovation - Expected Proficiency Level: 1
Focus on Quality - Expected Proficiency Level: 1
Technological Excellence - Expected Proficiency Level: 1
Excellent written and verbal communication skills with fluency in English
Demonstrates teamwork, collaboration, adaptability and critical observation

Software Support Engineer Experienced Resume Examples & Samples

Communication- Communicates with internal/external customers to enhance the understanding of customer problems, and verifies that an appropriate resolution has been applied
Able to understand and analyze the new systems with ease
Proactive behavior in notifying and working with cross teams including customer
Able to debug and monitor the system as this is online system
Knowledge in Diameter routing protocol, network level understanding, Linux/Unix, Oracle skills
3+ years of experience with related technologies such as JNetX, Traffix Context Manager Application, etc
Understanding of Balance Manager Application
Understanding of basic communication protocols (specifically Diameter, SOAP, HTTP, GTP?)
1+ Years Basic scripting skills/understanding (e.g. Groovy)
1+ years of experience with Oracle, SQL,LINUX/ UNIX OS and scripting
2+ years of experience in key SW tools - JDK and Oracle Coherence
Understanding of Veritas Clustering methods/solutions

Software Support Engineer Resume Examples & Samples

Prior knowledge in these areas a plus, but training and skill building will be part of your role!
Unix/Linux operating system and shell scripts
Oracle Database and SQL, PL/SQL
Java/C language
Middleware Technologies, APIs
Internet technologies (HTML, XML, JavaScript)

Software Support Engineer Resume Examples & Samples

Investigation for the failure and issue, follow-up with all groups needed & communicating all issues to management
Monitor daily activities to ensure that batch production runs smoothly and service level agreements are met, including Usage processing, Billing issues and rejects and all End Of Day failures and issues
Automate any manual work performed using Shell/Perl script embedded with Oracle queries
Create and maintain new scripts for handling priority issues
Handle special projects as needed which will involve Unix Shell scripting with embedded Oracle SQLs

Software Support Engineer Resume Examples & Samples

Be a part of a ‘can do’ company that leads the industry
Awareness of programming concepts and ability to write software code
Bachelor's degree in Science/IT/Computing or equivalent
Strong knowledge in development in C++ and JAVA
Technical knowledge and ability to analyze requirements in order to implement and align the customers’ business and Amdocs Applications
Base Place: Sao Carlos

Software Support Engineer Resume Examples & Samples

Deep knowledge of Windows application programming
5+ experience of at least one Window application programming language like PowerBuilder, VB, VB.NET
Should have working experience with Oracle
Telecom Billing experience will be plus
Should be willing to learn new Technologies
Should have worked in SDLC model

Software Support Engineer Resume Examples & Samples

Implement business updates and changes in the EPC product supporting U-verse production
Communications - Builds relationships with internal customers/stakeholders. Represent the team in front of the customer
Provide maintenance, support and streamlining Amdocs pricing applications implementation in every major and minor releases, as per expected business and functional requirements
To handle production phase’s tickets raised for EPC pricing issues, provide pricing fixes, support as per defined service level agreement
Analyze, design and support various change requests/fast-track requirements from AT&T business and IT client
Serve as trusted advisor for AT&T IT and business
Provide on-site on-call support for production

Software Support Engineer Resume Examples & Samples

Strong working knowledge of ORACLE SQL, C/UNIX, Pro*C and Unix Scripting
Strong working knowledge of Office software
Understanding of the wireless business
Affluent in Amdocs tools and techniques
Understanding of interaction and interfaces between multiple billing systems and ability to interact with customer and business organizations
Ability to create technical documentation

Software Support Engineer Resume Examples & Samples

Engineering - Provides engineering expertise to troubleshoot, modify and engineer software solutions and configurations to ensure the product/solution performs within optimal design specifications. Ensures that the solution is maintainable, scalable and supportable. Designs, develops and maintains tools/automations to assist in troubleshooting, debugging and support
Investigation – Investigates and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operability of the software solution. Highlights risks and helps in mitigating the risk from technical aspects
Analysis - Analyzes production issues from business and the application/code perspective and outlines corrective actions. Performs impact assessments of the issues and contributes to the Root Cause Analysis of critical issues
Onboarding & Knowledge Sharing - Onboards new employees and trains them on processes and knowledge sharing with team members. Takes active role in team building, including technical mentoring and knowledge transfer
Be part of a strong technical team, handling complex investigations and working with the development teams to provide work around solutions by writing scripts or SQL queries
Get involved in a dynamic challenging environment that provides production support for AT&T users in various applications
Get an opportunity to prove your “out of the box” thinking to improve the production support by writing tools for automation of manual work or by adding required alerts
2+ years of working knowledge of ORACLE SQL, UNIX and Unix Scripting
2+ years of experience as first/second level support
Java, Perl – advantage
Good English and communication skills
Flexible time to support weekend shifts and late evening shifts
Understanding complicated systems in order to investigate issues

Software Support Engineer Resume Examples & Samples

You will get to learn BSS business processes
You will work with an experienced team of developers and customer directly
You will have ample opportunity and encouragement to innovate and put forth ideas

Software Support Engineer Resume Examples & Samples

Current Day Analysis (CDA)
Operating Systems: Linux, UNIX, WINDOWS (9x, Me, XP, 2000, NT)
Programming Languages: SQL, PL/SQL – 3-5 years’ experience
Java 2-3 years’ experience
Database and Software: Oracle, TOAD (SQL Tool), Microsoft Office
Application knowledge: OMS, Business Flow, experience in Amdocs applications (Billing, CRM), good understanding of what BBNMS, G2, EMS, CMS and SAM do, and overall production support. 2 to 3 years’ experience

Software Support Engineer Resume Examples & Samples

Gain Experience in an international company
Maintain a multitude of responsibility in an ever-changing environment
Be part of a fast paced exciting environment
Bachelor’s degree in Science/IT/Computers or equivalent
1+ years of experience with Oracle, SQL, UNIX/Linux OS and scripting
Production Support Experience with debugging skills and maintaining production SLAs
Understanding of telecommunications wireless networks (4G/LTE specifically) and network interfaces/standards (e.g. Sy)
Ability to work 24x7 production environment setup

Software Support Engineer Resume Examples & Samples

Performing critical & non-critical support activities
Ownership of critical issues and provide timely solutions and analysis
Be able to work independently with all production application support teams and liaise with different teams to resolve production issues
An experienced programmer with broad responsibilities and analysis skills within the SW Development stream
Provide a quick and professional analysis/trouble shooting to priority one calls and other production related escalation
The job includes interaction with development teams, and customer teams
Provide on-going support services at customer site and participate in implementing of new versions
Able to work in a dynamic environment with many constantly changing requirements
Developing new programs as well as maintaining existing systems
Support of new coming version and implementation which includes QAT testing support
Provide support in CSM development application team responsible for production support
3 reasons you should apply for this role!
This role is supporting a very large application which is the heart of the Amdocs billing system and integrated with multiple systems!
This is a very challenging role which will allow you to use your skills to the fullest and will provide opportunity to shine!
Amdocs is a market leader in Billing systems and to learn its billing system, you will need to be part of it!
At least 2+ years experience with programming knowledge in C, Oracle 10g, UNIX
Familiarity with coding standards and methodologies
Experience supporting a large online application a must
In-depth knowledge in configuration control
General Software experience (SQL Tool), Mercury Quality Center (Testing)
Working knowledge with Tuxedo – HUGE PLUS
Familiarity with Customer Support Modules (CSM) – nice to have
Experience with PowerBuilder – nice to have

Software Support Engineer Resume Examples & Samples

1+ years of commercial experience in technical software support or software development
Demonstrable experience in .NET 4.0, C#
Experience in using remote desktop technologies to diagnose reported issues

Software Support Engineer Resume Examples & Samples

Proactively manage escalated technical issues, thru triage, and troubleshooting, working with both HW and SW
Gain an in-depth understanding of the Plantronics Software architecture, platform and services including our SDK offerings
Work across different desktop and mobile platforms; Windows, Mac, iOS, Android
Undertake in-depth analysis on technical issues to establish root cause; trapping errors, capturing and deciphering log records, capturing and analysing USB and Bluetooth traces
Work with worldwide based teams to champion resolutions of escalated issues and support process enhancements, including Development, Quality, Product Management and customers
Support the setup of test infrastructure and produce technical bulletins and FAQ sheets
5+ years of design or in-depth technical support (Tier 3+ Expert) to applications on Cloud/Client (Win/Mac) platforms
Core code language ability in at least ONE of the following: C++, C#, Java, JavaScript
Excellent analytical and problem-solving skills especially with complex HW/SW interaction problems
Ability to self-manage multiple tasks
Able to travel internationally

Senior Technical Software Support Engineer Resume Examples & Samples

Investigation and resolution of issues without known solutions
Replication and logging of reported bugs in CRM system
Liaise with other Snr TSE or Principle TSE on complex cases
Customer Care
Assisting Technical Support Engineers trouble shooting
Writing Articles for Knowledge Base
Sharing best practice with colleagues, customers and partners
Enablement sessions
LI-SB

Software Support Engineer Resume Examples & Samples

Perform third-level application support for customer reported problems relating to NCR Counterpoint software and hardware
Solve a wide range of technical problems of diverse scope and high complexity, where analysis of data and/or situations requires evaluation of both identifiable and unidentifiable factors
Learn new products and diagnostic tools, sharing knowledge with others
Produce Knowledge Management documents
3 plus years of technical support experience troubleshooting application software
Knowledge of: computer hardware, peripheral equipment, Windows operating system environment, and routine commands
Knowledge of MSSQL database infrastructure and querying
Ability to research problems with no known solutions
Strong oral and written communications skills
Exhibit consistent customer-friendly attitude
Troubleshooting hardware and Retail industry would be another plus

Software Support Engineer Resume Examples & Samples

BS/MS in Computer Science/Engineering or related discipline/experience
3-5 years of relevant work experience managing external customers and successfully working with internal teams to facialitate new project features
3-5 years of experience working with web technologies, such as HTML, XML, HTTP/HTTPS and JavaScript
3-5 years programming with PHP, Java/JSP or .NET/C++/ASP Classic
Familiarity with cloud and web services technologies (esp. JSON, REST, XML, MQTT, pub/sub, etc.)
Experience in one or more specific IoT / M2M industry (i.e. home automation, business automation, health, asset tracking, smart utilities, etc.)
Over the Air (OTA) implementation for firmware upgrades

Global Software Support Engineer Resume Examples & Samples

Ensure that HUB tasks are handled during active shift
Provides verbal or written translations when customer requires language support
Resolves assigned Service Requests related to our Internet portals
Place Software orders and track the shipment of these orders in the internal database
Uses Service Request quality guidelines when placing entries in SRs
Monitors queues to respond to incorrectly routed or unassigned customer requests
Monitors translation queues to make sure translations occur in a timely manner
Responds quickly to customer requests for escalations by contacting the owning engineer’s manager
Reports to a regional Team Lead and EMEA Customer HUB Manager
Takes ownership and coordinates resolution of customer’s service requests
Maintain knowledge of current Oracle business flows
Operate in line with Customer Service HUB business processes and procedures
Provides the best possible translation for both customer and internal Support engineer – using collaboration methods as necessary
Manages queue and SRs to provide the highest level of customer service within standard support guidelines
Ability to manage multiple priorities
Can address issues among multiple parties within the organization
Personal drive
Customer Focus
Team-working
Excellent verbal and written skills in Spanish as well as in English
At least 3 years work experience
Knowledge of any software products (database, application) would be considered an advantage
Proven experience in support business is not necessary but would be considered an advantage

Software Support Engineer Resume Examples & Samples

Message-oriented middleware
Web based security technologies
Encryption technologies (SSL/TLS, PKI Infrastructure management)
Experience with Docker and Kafka
DevOps experience, Agile methodologies
Minimum 4 years experience working in a distributed multi-platform environment
Minimum 3 years experience in Linux and Windows environments and supporting 3rd party software
Minimum 2 years experience supporting enterprise monitoring technologies

Lead Software Support Engineer Resume Examples & Samples

Bachelor’s degree from an accredited university or college
Minimum 2 years experience with Java and JavaScript
Experience in transportation industry, railroad industry, or Software-as-a-Service support is preferred
Fluent computer skills, internet, and web application support skills
Experience developing web applications (Spring MVC, RESTful, JAX-WS, Web Services)
Experience with front-end technologies such as Javascript, HTML5, CSS, jQuery, AngularJS, Web Components
Experience with database tools (JPA, Spring Data, Hibernate, etc.)
Experience with modern tooling (Eclipse / IntelliJ, Maven, NPM, Grunt, Git, etc.)
Strong interpersonal and written communication skills with the ability to communicate clearly and effectively in discussions
Ability to meet deadlines, prioritize, and handle multiple concurrent projects
Ability to work independently and manage tasks in a fast-paced environment
Ability to communicate with customers and stakeholders with appropriate urgency to improve services and relationships
Have a strong customer service experience with some technical knowledge
2 or more years in related position required
2 or more years in a high call volume environment preferred
Bilingual preferred but not required

Senior Software Support Engineer Resume Examples & Samples

Systems administration and change management practices
J2EE application servers
Internet/Web based technologies
LDAP Directory engineering and administration
Enterprise Monitoring and reporting tools
File transfer protocols including SFTP
Solid understanding of security controls as applied to software technologies

Software Support Engineer Resume Examples & Samples

Develop applications in C#, C++, C, Java, Visual Basic, PERL, and ASPX
Maintain and develop applications for SQL Servers
Develop Technical Documentation
Work with clients to develop software requirements and applications, which may require travel to meet with clients
5+ years of experience in the traffic signal design, and traffic operations
FDOT SunGuide software development experience

Software Support Engineer Resume Examples & Samples

4+ years of relevant work experience managing external customers and successfully working with internal teams to facilitate new project features
4+ years of experience working with at least one of the following languages: C, C++, Java, GO, Python, etc
Experience building or support large-scale web services backed by cloud services, such as AWS
Driver or Kernel development is a plus (but not required)

Software Support Engineer Resume Examples & Samples

Taking ownership of troubleshooting software related problems during product development phase and later with customer installations
Working as interface between software development and service teams in order to find efficient solutions for issues
Providing prompt assistance and accurate feedback to device users
Ensuring proper recording and closure of all issues
Establishing and maintaining a knowledge base for software related issues and troubleshooting mechanisms
Interfacing and communicating with other teams and stakeholders locally and globally
Knowledge of Windows OS and scripting
A few years of working experience in software, IT support or product support in challenging environments/projects
Familiarity with software installation and configuration of local PC environments
Bachelor's degree (B.Sc.) in Technology, Computer Science or equivalent
Proactive communication and collaboration skills
Customer orientation – the position requires frequent contact with internal customers
Demonstrated organizational skills with the ability to handle multiple tasks with different priorities
Good verbal and written skills in English and in Finnish
Software development skills with .NET / C#
Experience in software support for medical devices
Familiarity with Microsoft Visual Studio and Team Foundation Server (TFS)

Software Support Engineer Resume Examples & Samples

Understand, research, and resolve internal and external application and systems issues of moderate difficulty. Independently learn and investigate customer's high value problem (HVP), systematic bug or systematic software failures
Create, test, and verify installation/upgrade instructions for Applied Materials’ product releases
Participates in product design, testing and documentation reviews as appropriate. Participate in user conferences
Provide off-hours customer support via pager and cellular telephone as scheduled. Provide telephone coverage as scheduled
Attend AMAT classes in designated product line and external classes for third-party software
Provide on-going training to customers and customer engineers (CE) for technical products and systems issues
Provide assistance in analysis of customer OS performance, integration and database management issues. Deliver updates and reports to managers, partners and peers
Assist in training junior level engineers in departmental procedures, corporate procedures, and detailed product operation
Explains complex information to others in straightforward situations

Software Support Engineer Resume Examples & Samples

Provide support to end users in person and remotely via telephone, email, and/or remote support session
Write SQL scripts to automate processes, clean data, and maintain applications
Troubleshoot and escalate tickets in the form of bug reports to Software Engineers
Gather requirements, and communicate timelines with end users
Document and follow through on any assigned tasks through the ticketing system to ensure timely resolution of all requests
A Bachelor's Degree in a tech or business related field preferred
Minimum 1 year of experience in a fast paced software environment
Ability to troubleshoot web applications, (javascript to database)
Ninja-caliber Excel skills
Excellent analysis and problem solving abilities
A collaborative personality, enjoy working in a team-oriented environment
Comfortable working alone with limited supervision
Incredibly detail-oriented, with an eye on the bigger picture
Demonstrated ability to coach and train others
Excellent customer service skills required
Previous help desk, call-center or sales experience
Demonstrated ability to handle high-stakes, high-pressure assignments and meet tight deadlines
Must be able to successfully pass a pre-employment background check

Software Support Engineer Printing Systems Resume Examples & Samples

To support aftersales operations, to implement and deliver market leading workflows, solutions and services for Xerox Production systems., and to guide and coach our customers to ensure they realize the full benefits of Xerox products and services
To provide comprehensive technical support, analysis, system integration, application development and technical advice to existing customers
Delivers support to service operations required to exceed volume, revenue and profit targets
Education Desired: BS from an Engineering Faculty
Three or more years successful proven track record gain within a customer focus aftersales environment
Experience of working in a technical support role, consulting with customers to develop relationships and common objectives
Knowledge of, or specific experience in, relevant technologies ( Digital Printing technologies, Color Management , Variable Data Software , Production Workflow Management, Print production Environment )
Excellent communication skills both verbal and written in Turkish and English
B Class driving license
Completion of Military Service
No color blindness
Technical experience of developing and implementing Xerox production workflow solutions and shares that expertise with others in the team. Knowledge/experience of Xerox or a similar organization is an asset

Software Support Engineer Resume Examples & Samples

Working with customers, internal technicians, and product development teams to coordinate and support deployment of connectivity services to the customer site
Working with the product development and service team to help determine the users’ needs and prioritize development tasks
Record and share knowledge such that the impact of your training and learnings are shared with the global service team through tools and methodology such as Knowledge Articles and a content management system
Working directly with customers and others in the technical support team to understand issues primarily having to do with software or networking, and drive to root cause and solutions for the customer within a customer timeframe
Working with engineering software teams to understand code unit functionality and analysis of the program source code to aid in problem replication and reporting
Maintain a working relationship and cooperation with a diverse, global support team with a global customer base, and global engineering team
Use process and analysis tools to maintain and support internal processes and software tools, such as CRM, contact center software, and other software to drive service team efficiency and effectiveness
Education – B.S. in Computer Engineering, Computer Science, or other related field
Work experience - 5 or more years working in a customer support environment and/or an IT project management or support environment
Skills required –

NX CAM Software Support Engineer Advanced Resume Examples & Samples

Under minimal direction, analyze the customer’s question or problem, and provide a solution or a workaround that meets the customer’s needs when possible, in a timely manner
Duplicate reported customer problems, and provide explicit examples to development to allow them to reproduce any software issues that need
Useful skills would include Wire EDM, NX CMM Inspection, ISV Simulation, CAM automation and TCL programming

Senior Software Support Engineer Resume Examples & Samples

Assist our clients and client teams in questions about the functionality and configuration of our SaaS applications
Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
Troubleshoot software related problems over the phone and remotely
Escalate issues to Operations and Development teams with reproducible test cases that replicate the problem
Identify the probable source of the problem, whether that is a software application component or a software or hardware problem within the IT infrastructure
Bachelor's Degree in CS, EE, or related discipline required, with high academic achievement
3+ years of experience supporting Microsoft .NET web based applications and Windows servers
Experience in troubleshooting various forms of software problems from the server to the client browser
Experience gathering software diagnostic data and process dumps
Ability to work methodically and analytically in a quantitative problem-solving environment
Excellent verbal & written communication skills, preferably with international exposure, inspiring confidence while leading customers through the steps to resolve issues via phone and email
Eagerness to contribute in a team-oriented environment

Scada Software Support Engineer Resume Examples & Samples

Provide worldwide technical support of Siemens SCADA systems through creative, intelligent, efficient and flexible solutions
Communicate with customers in a professional, efficient, pleasant and helpful manner
Document all customer interaction
Identify and escalate priority issues per client specifications
Redirect problems to appropriate R&D if it is needed

Software Support Engineer Resume Examples & Samples

Unix , Oracle, SQL , XML,
Java develop & debug knowledge
Networking basics
Scripting languages – UNIX Shell (ksh, tcsh, csh), Perl

Software Support Engineer IV Resume Examples & Samples

Technically leads, project manages and/or executes software projects. Independently learn and investigate customer's high value problem (HVP), systematic bug or systematic software failures
Participate in product design, testing and documentation reviews as appropriate. Participate in user conferences
Provide telephone coverage for escalated emergency customer issues. Provide off-hours customer support via pager and cellular telephone as scheduled
Schedule assignments for the test and verification of installation/upgrade instructions for Applied Materials’ product releases
Design and maintain internal software utilities and systems
Provide internal and external training for technical systems issues
Analyze and troubleshoot customer OS performance, integration and database management issues. Lead work groups and troubleshooting forums
Demonstrates depth and/or breadth of expertise in own specialized discipline or field

Technical Software Support Engineer Resume Examples & Samples

Experience supporting Microsoft Server and Client environments
Proficiency supporting multiple versions of Windows
Understanding of Windows security settings and utilities
Experience supporting mobile clients such as IOS, Android and Windows Mobile on both tablets and smart phones
Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari
Programming Experience – preferably in a C++, C# or Java environment
Web server software knowledge – preferably IIS or Apache
Experience with SQL Server or other DB systems
Understanding of Active Directory configurations
Familiarity with Citrix Virtualization Platforms
Understanding of Windows Local and Domain Group Policies
Knowledge of information frameworks such as XML, HTML or ASP.NET
Knowledge of Web Services open standard protocols such as SOAP, WSDL and UDDI
Minimum 2 years of experience in a customer facing software support role
LI-ED

Software Support Engineer Resume Examples & Samples

Root cause analysis
Software support
Knowledge of splunk
Understanding java code - we are NOT looking for a java developer
Application support

Software Support Engineer Resume Examples & Samples

Develops code and documentation for a variety of difficult software projects, and design and implement bug fixes
Designs a variety of difficult software projects
Defines software specifications
Interfaces with internal customers for requirements analysis and schedule

Embedded BSP Software Support Engineer Resume Examples & Samples

The ability to learn quickly, and must be a self-starter
Strong experience in ASM/C/C++ programming
Strong embedded software debugging skills on driver/system level on real time operating systems or linux
Familiarity with ARM or other(X86, MIPS, PowerPC) architecture, assembly, emulators/JTAG-debuggers
Familiarity of ARM security features such as TrustZone is a great advantage
Familiarity with test equipment such as Oscilloscope/Logic Analyzers, test-mobiles & logging tools is a plus
Familiar with Linux kernel/driver is a plus
Experience of Hardware schematic/layout design is a plus

Senior Software Support Engineer Resume Examples & Samples

A bachelors degree or masters degree in Electrical Engineering, Computer Engineering, Computer Science, or other relevant subject
A minimum of seven (7) years of experience with B2B corporate software support
Experience with Unix/Linux and/or Windows operating systems
Programming skills with knowledge of at least one scripting language (Shell, Python, Perl...)
Experience with some of the protocols and technologies such as IPV6, IPV4, HTTP, SSL, LDAP, JDBC, Servlet/JSP, HTML, XML
Knowledge of SQL scripting in at least one RDBMS (Oracle, Postgres, MySQL…)
Cloud environments
Embedded systems
Application clustering and load balancing
JVM, Java Application Server and web containers administration (JBoss, Apache http, Tomcat)

Software Support Engineer Resume Examples & Samples

Supporting a customer base ranging from multi-national financial institutes to local community banks
Support and ownership of our Interactive Teller software solution issues, debugging to product and component/configuration level
Multiple issues of varying complexity and stage of investigation to be managed at any given time to the satisfaction of the relevant customers
Ability to start and investigate issues outside of familiar technical areas with minimal assistance
Ability to understand the engineering processes, principles, methods, and techniques
Problem Solving/Decision Making
Communications skills (both verbal and written) with the ability to communicate detailed points to relevant audiences
English communication, written and oral, must be of a very high standard to support the various regions/countries
Additional language skills are desirable but not mandatory
Ability to learn about our solution in order to gain the technical acumen and solutions knowledge to extract and request relevant details as part of investigation
Taking lead of the technical direction of investigation with minimal guidance
Ability to analyse relevant logs and tracing and extract relevant details and understand the relationship of the details
Recreation of issues as required, ensuring vital and relevant details are recorded
Required to document investigation details and path clearly and concisely
There will be a requirement to provide cover 7x24 hour on call support and work shifts to cover different time zones

Software Support Engineer Resume Examples & Samples

Addressing externally and internally reported issues in the end-user facing trading platform (Java Swing)
Bachelor’s in EE, CS, Math, Physics or similar
Knowledge of Java Swing and/or strong desire to learn Java Swing
Mobile software development experience is a plus

Software Support Engineer Resume Examples & Samples

This is purely support job. Candidate should be flexible for shifts and support both
Formal education in database theory. A Bachelor degree is preferred
Experience with SQL Server Integration, Analysis and Reporting services
Experience with spatial data
Experience with wireless (GSM/UMTS/LTE) technology

Software Support Engineer Resume Examples & Samples

Manage customer expectation and issues with software releases providing a prioritized list of requests to business unit per platform. Independently learn and investigate customer's high value problem (HVP), systematic bug or systematic software failures
Troubleshoots a variety of difficult software problems and interface with engineering teams to improve product quality
Interfaces with external customers for requirements analysis and schedule
Manage software proliferation at customer sites. Deliver software implementations and manage customer to achieve project objectives
Performs customer specific software testing and analysis on bugs and enhancements
Track software performance and quality at external customer sites
Provide on-going training to customers and customer engineers (CE) for technical products and systems issues. Deliver updates and reports to managers, partners and peers
Assist in training junior level engineers in departmental procedures, corporate procedures, and detailed product operation. Lead work groups and troubleshooting forums

Senior Enterprise Software Support Engineer Resume Examples & Samples

Bachelor's, Master's or PhD degree in computer science or related fields
DevOps experience – for example build automation tools, SCM tools and branching strategies, bug tracking tools such as JIRA
Proficient in UNIX / Linux and Windows usage – sys admin level of proficiency would be a benefit
Proficient in software engineering best practices: code coverage, unit testing, code reviews, etc
Software development experience with one or more of Python, Java, Javascript, C#, C/C++ programming languages
Strong communication skills, both verbal and written. Ability to lead and coordinate discussions in a small group as well as present them in an organized fashion to larger groups
Previous experience with software quality and security testing tools, such as static and dynamic analysis, code coverage, IAST and open-source license management tools is highly desirable

Software Support Engineer Resume Examples & Samples

Design, development and maintenance of terminal application software
Work, both unsupervised, and as a part of a team, in order to achieve the required targets
Liaise with the Software QA team to support software testing and user acceptance procedures
Maintain an understanding and knowledge of key industry technologies related to payment systems software and hardware
Provide assistance and input into the planning and implementation of software development projects to both internal business units and external customers
Provide technical support for released application software, working with customer support team

Software Support Engineer Resume Examples & Samples

Technology and Engineering Skills
A passion for problem solving that will grow and enhance an ability to research problems with no known solutions and design solutions for identified problems
A fast learner who is excited and eager to become skilled in understanding engineering concepts, principles, techniques

Software Support Engineer Resume Examples & Samples

Proficient programming knowledge
Experience with one or more preferred programming languages, , but not limited to: Java, C#, C++, VC++, Visual Basic, JavaScript, Ruby, Python or Objective C
Ability to work in the Kansas City metropolitan area. Preferred Qualifications
Experience with Oracle or SQL Database development

Software Support Engineer Resume Examples & Samples

Customer's technical support as part of the 2nd line support team
Serve as technical advisor and escalation point for 1st line support team
Diagnose and resolve customer submitted tickets that require in-depth knowledge of the functionality of the product
Ensure that incidents are resolved in a timely manner to meet defined service level targets
Reproduce customer issues in test environments when needed
Work with development team to develop, design and propose solutions to meet technological needs of users
Learn and remain current in relevant product knowledge, support policies and support delivery
Document new solutions and workarounds to be published in internal knowledge base
Develop monitoring tool's alerts to improve service availability
Experience with cloud environments
Familiarity with embedded systems
Familiarity with Docker - advantage
Basic concept of application clustering and load balancing
Familiarity with JVM, Java Application Server and web containers administration (JBoss, Apache http, Tomcat)- very big advantage
Cloud monitoring systems (Nagios, SisDyg, Graphite, ICINGA)

Software Support Engineer Resume Examples & Samples

Responsible for providing technical support via phone, email & web chat for Wonderware to end users, distributors and system integraters
Researching issues and interfacing with product development, product management, and technical support engineers as required
Active participation in various prioritization meetings as required
Writing knowledge objects, tech alerts/notes, utilities
Conduct presentations, product demonstrations and training sessions involving internal and external customers
Customer site visits to resolve issues or to provide consultancy services
Tertiary qualified in engineering or computer science or related discipline with extensive experience providing technical support and/or project delivery in appropriate environment
Excellent communication skills enabling the professional management of key accounts
Experience in some of the following; HMI/SCADA, MES, mobile solution, PLC installation & programming, factory automation &/or operations, systems integration and software development
Good knowledge of SQL server database languages, software development (MS Visual Studio with C, C++, C# or VB) .NET Framework advantageous
Computer networking experience; installation, config, setup, troubleshooting & network diagnostics
Experience in InTouch 10+, System Platform 3 or higher
Ability and willingness to work some evenings and public holidays

Technical Software Support Engineer Resume Examples & Samples

Take responsibility for generating a positive customer experience
Be open and straightforward when communicating with customers, partners and other team members
Move quickly to resolve support issues in a timely manner
Challenge the status quo though innovative problem solving
Be a team player by working collaboratively with other team members and departments
Customer Service related certifications are a plus but not required
Awareness of Web Services open standard protocols such as SOAP, WSDL and UDDI
Understanding of ITIL methodologies – certification is a plus

Software Support Engineer for Orbita Resume Examples & Samples

Work with our hosting providers to ensure maximum availability of the ORBITA Wayside Solution, providing 2nd level support
Responsible for developing and maintaining processes and procedures to ensure the successful delivery of the ORBITA Wayside Solution, in line with all Service and Operational level agreement
Initially to provide Database Administrator (DBA) support for the ORBIFLO Maintenance component, migrating to provide equivalent support for the ORBITA Wayside Solution
Responsible for the management of Operational training to customers running installations of the ORBITA Wayside Solution on their own sites
Provide a single point of contact in all matters relating to the co-ordination of the ORBITA Wayside Solution support team currently based in Derby and Hyderabad
Holding regular review meetings with the team
Computer Science degree or equivalent experience
ITIL Certification is highly desirable, but not an absolute prerequisite
Relevant experience in an IT support role
DBA experience working with Microsoft SQL
Knowledge of new non SQL technologies would be highly desirable
Experience of working in a multicultural and multi-site teams is an advantage
Experience of creating procedures and processes in line with ITIL philosophies
Understanding of IT infrastructure
Computing skills – Microsoft Office: Word, Excel and Visio
Excellent English language skills, both written and spoken

Software Support Engineer Resume Examples & Samples

Basic skills in working with tools like revision control, issue tracking, etc
Basic knowledge of Linux and Windows
Working knowledge of Virtualisation software e.g. VMWare
Knowledge of SSL, SPNEGO and Active Directory
Bachelor's Degree in scientific or computer related field
Experience with related IBM brands (ECM, WCA, II, PDOA, Cognos, WEx)

Software Support Engineer w Resume Examples & Samples

Daily interaction with customers
Updating problem management records
Reviewing documentation associated with a customer problem
Opening defects and working closely with L3/Development
Recreate customer problem, if required
Customer Advocate for issues reported to TGCS
2-3 years of C++, SQL, and Java Programming skills
Can develop code, but prefers to support it
Able to develop tools to be used to automate tasks in support
Can learn a wide variety of retail concepts and how our applications support those concepts
Good memory retention
Attention to detail and sense of urgency to solve customer problems quickly
Applications range from ACE and other retail POS to Middleware to Self-Checkout
Bachelor’s Degree in Computer Science, Computer Engineering or other Engineering field

Software Support Engineer Resume Examples & Samples

System installation, configuration, testing of in-house developed application
Troubleshoot issues and track open items to closure
Support and generate project documents
Install, setup and configure IBM Integration Bus (IIB) to support project needs
Degree in Electrical / Electronics / Computer Science / Engineering/ IT or equivalent discipline
Domain knowledge on Windows-based application
Basic understanding on MS Clustering and VM, DB backup/restore, IBM Integration Bus
Knowledge in WSUS/WSUS Publisher will be advantageous
Highly motivated, strong passion in systems engineering work and willing to work in a rapidly evolving environment

Simulator Software Support Engineer Resume Examples & Samples

Liaison between flight training device customers and TRU. Act as an advocate to the customer and communicate with engineering and production to fix, deliver, and test solutions
Ensure timely delivery of TRU deliverables to Customers
Provide regular reporting to Customer of issue statuses
Ability to translate Customer issues into engineering terms and perform primary triage of issues
Ability to understand code and make small changes to existing code
Compile and test new loads on PC and on test rigs
Integrate software changes from engineering into Customer software load and test

Level, Software Support Engineer Resume Examples & Samples

Analyzing custom configurations as well as shared components to identify defects in Bottomline’s Cyber Fraud and Risk Management (CFRM) solutions
Perform in-depth troubleshooting
Collect diagnostics (logs, dumps, etc.)
Analyze code and data
Design, provide, test and implement workarounds
Implementing fixes for defects
Contributing to internal tools/reports that improve support of both internal and external customers
Creating/updating documentation and wiki articles
Providing regular updates to Customer Service about the status of support requests
Speaking directly to our financial institution customers when technical issues need clarification
Some Travel (on average one week every ten weeks)
4 year college degree (in CS or related field) or equivalent work experience
2-4 years of web development experience
2 years of Support and customer facing experience. Experience with financial market customers an advantage
Experience in developing web applications using HTML, DHTML, AJAX and CSS
Good understanding of RDBMS concepts; development experience in Oracle, MySQL or similar enterprise
Java experience (specifically server-side J2EE technologies such as JSP, EJB, etc.)
Solid experience in Windows and Linux or other UNIX based OS
Experience with Network hardware, Network capturing devices and Network protocols a plus
Excellent written and verbal communication skills (English) with the ability to explain complex technical problems to non-technical audiences

Software Support Engineer Resume Examples & Samples

Associates Degree or equivalent experience
Experience in a software application support and/or service role
Understanding of networking/databases/firewalls/Windows OS
Installation and deployment of industry specific software applications
Ability to understand, solve and explain root cause of problems
Customer focused with excellent communication skills
Excellent time management skills with an ability to prioritize multiple priorities
Ability to instruct and communicate software applications tools, workflows, and theories
Display initiative in handling problems and making business grow

Global Software Support Engineer Resume Examples & Samples

Systems and Application Support
SCADA Application Support
Providing advice and assistance on installation, application, configuration, commissioning and troubleshooting of
Becoming a technical expert/champion for your assigned product portfolio
Liaising with software developers for providing customer solutions
Promoting and leading knowledge transfer, sharing and dissemination by consistently posting and publicising new information
Managing customer and stakeholder expectations
Tertiary technical qualification in Computer Engineering, IT, Electronics,
MS Windows operating systems and network technologies
Programming/coding skills. MS SQL Server skills
PLC programming and industrial process control software/SCADA systems familiarity
Industrial communications networks and protocol knowledge. E.g. OPC, Modbus etc
Customer Service and/or Technical Support/Service experience
Advanced critical thinking and troubleshooting skills and experience
Strong desire and ability to continuously learn new products and technologies
Proficiency in English language with good written & verbal communication skills
Self-motivation and ability to work as part of a team and at times with minimal supervision

Software Support Engineer Resume Examples & Samples

Assists in designing software and determining the corresponding development plan
Codes console and desktop form-based applications using C# within the Microsoft Visual Studio software development environment
Assists in analyzing user’s needs, troubleshooting, and technical training with a focus on translating evolving needs into requirements
Provides input for documentation of new software and assists in maintaining documentation of existing/in-development software
Performs data management tasks including creation of basic relational databases (i.e., MS Access) and ETL processes between flat file, relational, and document-oriented databases
Assists in the writing of progress reviews, software/feature proposals, and other internal reporting requirements
Bachelor’s degree in computer science, information systems, engineering, or other related field
Experience with the Microsoft Visual Studio software development environment
Intermediate proficiency programming in C# or intermediate proficiency with any object-oriented programming language and basic familiarity with C#
Familiarity with common data-structures (e.g., XML, JSON) and basic database architecture (e.g., relational structure)
Working knowledge of modern software development fundamentals such as common project management methodologies (e.g., Scrum, RAD), standard coding best practices, and utilizing design patterns
High proficiency with core Microsoft Office applications (Word, Exclude, & Power Point) and familiarity with Access
US Citizenship required. Ability to get and maintain DoD security clearance
Intermediate proficiency in MS Access including the creation of Forms, SQL queries, views, and Visual Basic scripting
Working knowledge of modern web-based application protocols (e.g., HTTP) and related web services (e.g., RESTful API)
Familiarity with web application and client-side scripting languages (e.g., ASP.Net, JavaScript)
Active DoD Secret or higher security clearance

Software Support Engineer Resume Examples & Samples

Providing reactive and proactive technical services in support of Agilent's software solutions to our customers
Remote trouble shooting on software products and applications
Providing problem resolution in order to optimize the efficiency and uptime availability of customer systems

Senior System Software Support Engineer Resume Examples & Samples

2-5 years work experience
Minimum of 1 year experience with Python and Java development required. Java Rest Service development a plus
Minimum 1 year experience using Linux
Experience with and a passion for automation
Bachelor’s degree in Computer Engineering, Computer Science or comparable required
Networking knowledge a plus
HTML, CSS, Javascript a plus

Inside Sales Software Support Engineer Resume Examples & Samples

Assisting customers, partners and the general sales team with software licensing & support quotations
Converting quotations to orders in local ERP system ensuring alignment with commercial offer structure
Liaison with internal logistics, procurement and finance teams to ensure efficient product procurement which will drive customer satisfaction
Proven track record in support, sales or marketing in a technology environment
Software sales experience, or experience in an internal sales role with exposure to direct and/or indirect sales
Strong analytical thinking & analysis skills
Well organised, enthusiastic, hard-working and highly productive
Good client relationship and interpersonal management skills
Attention to detail & capability to develop detailed processes

Senior Software Support Engineer Resume Examples & Samples

Provide technical support to the Waters Field organization
Document activity using Waters CIT (Customer interaction tracking system)
Document defect reports in appropriate system
Provide technical training the the Field organization
Replicate reported issues in the Support Labs
Travel to customer sites to assist with escalated situations
Travel to customer sites to assist with installations on new product releases
BS degree in Sciences or Engineering related field of study
Prior Field Service experience and/or technical support experience (5+ plus years) with laboratory instrumentation (LC/MS), chromatography applications and related software
Prior experience supporting Microsoft o/s, Oracle dbases, enterprise networks, web services, computer hardware and chromatography software applications
Knowledge of Waters products and markets, including applications, systems and solutions
Excellent communication, presentation and listening skills
Demonstrated interpersonal skills
Demonstrated organizational and planning skills, ability to effectively manage multiple priorities and activities
Lead project teams in support of product, application or customer related concerns, including field escalations
Test and evaluate systems solutions within the scope of the Service Support organization
Computer skills with experience with word processing, spreadsheets, databases and powerpoint
Occasional global travel (approximately 15 to 20%)

Informatics Software Support Engineer Resume Examples & Samples

Assisting Agilent front-line support teams to solve technical issues with informatics software including database, networking, and chromatography issues
Managing product escalations during stressed situations when multiple Agilent people teams are involved or when difficult support issues are presented
Working directly with customers to solve technical and application issues with informatics software including database, networking, and chromatography questions
Enabling Agilent personnel to implement informatics solutions at customer sites through in-depth presales activities and training courses developed and delivered by you
Documenting technical solutions to allow customers to better help themselves
Working directly on development projects for new informatics solutions by documenting product design and implementation
B/S or M/S degree in Chemistry or a related field
Minimum 2 years of experience around regulated laboratory environments. GMPs, FDA21cfr11, ISOs
Excellent problem solving and troubleshooting skills
Ability to work in a high energy team environment
Self management and sound decision making skills are vital to the role
Must be able to work well under pressure
Must have excellent verbal and written communication skills
Experience in creating and delivering training courses or other educational materials
Knowledge of Windows networking and Active Directory
Knowledge/experience with Citrix and virtualization techniques is required
Knowledge of Agilent Informatics products is a must (OpenLAB, EZChrom Elite, ChemStation, etc.)

Enterprise Level Software Support Engineer Resume Examples & Samples

5-7 years of experience relevant to this position including 2 years consulting experience preferred. Undergraduate degree or equivalent experience. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Ability to travel as needed
Work with Implementation Teams, Engineering, Product, and System Operations to help triage and address client/production issues via email, phone and ticketing system with Opower clients
Act as a client-facing subject matter expert for all Opower products and services
Collaborate with vendors and subcontractors to provide seamless support experience for clients
Gather and analyze information, evaluate impacts, resolve or escalate issues as needed
Develop concise and thorough knowledge base articles for both external and internal audiences
Ensure support service level agreements (SLAs) are achieved and exceeded
Identify opportunities to help improve processes, documentation, and overall client experience
Deliver training sessions and webinars to Opower's clients
Ability to travel up to 15%
Flexibility to participate in a rotational on-call schedule

Software Support Engineer Resume Examples & Samples

Job involves working with multiple teams in collaboration
Support all production issues including (but not limited to) Incident handling, Fallout, defect resolution, replicating production issues in test environments etc
Take part in all planned production activities like outages, releases etc
Ready to work in 24x7 support model
Should be confident to work directly and independent with Site and business
Required skills/domain knowledge - Business knowledge of Telecommunication

Technical Support, Software Support Engineer Resume Examples & Samples

BTech / B.E / MCA
Minimum 2 Years of experience in Software Support, supporting enterprise products
Should have worked on enterprise product issues with global clients directly
Should be able to understand functional as well as technical aspects of the enterprise products
Good DB knowledge, preferred to be on SQL server 2012 (creation of stored procedures, SQL server performance tuning, indexing)
Good experience Dot Net / C++ / Java based applications (testing / trouble-shooting / coding experience not necessary)
Good experience on Microsoft sysinternal diagnostic tools (process monitor, process explorer, VMMap, TCP viewer etc)
Memory (Crash / hang) dump analysis – have exposure to tools ProcDump, AdPlus, Dr. Watson, WinDbg
Must have - Good knowledge in Windows platform, memory management, PerfMon counters
Good knowledge on any one application server, IIS / JBOSS / WebSphere
Email & phone etiquettes
Ability to express ideas effectively
Active listening, analytical thinking

Software Support Engineer Resume Examples & Samples

You diagnose and solve the reported customer problems, while making use of remote tools
You decide on actions to be taken that are required to resolve problems where no remote solution is available: involve Global Support, request hotfixes, schedule interventions, etc
You proactively inform the customer about the service request status and play an important role in customer experience and satisfaction
You advice customers on how to anticipate towards future problems and make suggestions to offer a structured solution (e.g. performing upgrades, knowledge base, etc.)
You consequently log all actions taken, including labor time
You correctly administer your own service requests, and focus on MTTR (Main Time To Repair)
You keep your own knowledge up to date by attending relevant courses or self-study
You have a good knowledge about the customer’s workflow and business
You possess a basic knowledge about related products, 3d party, competitive solutions etc
You have excellent language skills in English and German. Dutch is a plus
You have good time & priority management skills, and you are familiar with all Esko Software products in order to guarantee a professional call registration

Software Support Engineer Resume Examples & Samples

Adhere to D+H Client Services standards and processes while also ensuring assigned performance targets and service level objectives are met
Ensure client satisfaction by responding to requests for assistance. Investigate, troubleshoot, or escalate issues as required.Accept responsibility for, coordinate, and track issues to a resolution/conclusion
Thoroughly document all interactions with clients in case tracking system. Escalate complex and/or client sensitive issues
Document client suggestions; provide work-around solutions, when possible, for identified problems in D+H products; and ensure individuals who need to be informed are made aware of problems. Use tracking system(s) to report and monitor product maintenance and enhancements
Assist in building and reviewing knowledge base and written how-to documents for internal and external distribution
Maintain proficient knowledge of job related information as required.This may include financial institution, compliance, or technical information
Build and maintain knowledge on specified D+H components.Seek to maximize support certifications
Maintain a general knowledge of D+H product usage within designated operating systems, networks, hardware, databases, and peripherals as required
Provide client support and technical issue resolution via E-Mail, phone, web ex, live meeting and other electronic medium
Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
Serves as a team technical resource to internal and external clients
Represents department as designated representative to product teams
Develop utility programs to assist in supporting products
Perform as a liaison between customer support and product development
Will be part of the team that is responsible for after-hours support. This includes being on call on a rotating basis, and responding within a defined time frame to pages by both staff and clients after hours on weekdays, weekends, and holidays
Provide back up to overnight support, when required.This is intended to cover PTO, sick time and emergencies for our overnight resource and could be required with very short notice
Perform additional duties or special assignments as required
Provide internal support and training functions
Proficiency in the installation, use, and troubleshooting of software systems
Require independent analyses, communication and problem solving
Ability to work with minimal supervision and show initiative and judgment
Excellent English oral and written skills
Must be able to work US business hours 8 to 5 ET,9 to 6 ET, or 10 to 7 ET
Excellent interpersonal communication skills via telephone, in person, and in writing
Proven ability to learn quickly
Proven ability as problem solver
Ability to work with clients, co-workers or third parties professionally and tactfully
Possesses a neat, punctual, positive, proactive and professional work ethic
Ability to work well as part of a team or independently
Working knowledge of MS Office Applications & the Internet
Understanding of financial institution business operations (Front Office, Back Office, Lending, Channels)
Proficiency with Sybase and SQL Server databases included debugging stored procedures
Proficiency with complex scripting
Proficiency with client/server environment
Proficiency with .net applications, XML, and C#
1-3 years relevant work experience including technical support and/or programming

Senior Software Support Engineer Resume Examples & Samples

2+ year’s experience in Customer Management
Experience in using the Middleware functionally or technically
Strong written and verbal communication skills in English, Spanish is considered a plus
Solid presentation skills and experience organizing and managing high profile customer calls and meetings
Experience in product management, managing large scale projects across various geographic locations and cross functional teams

Software Support Engineer Resume Examples & Samples

Take ownership of issues reported and see problems through to resolution
Research, diagnose, troubleshoot, and identify solutions to resolve issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback

Software Support Engineer Resume Examples & Samples

Understand, research, and resolve internal and external application and systems issues
Participate in product testing, documentation reviews, and user conferences
Attend Applied Materials’ classes in designated product line and external classes for third-party software
Provide on-going training to customers for technical and systems issues
Deliver updates and reports to managers, partners and peers
Demonstrates conceptual knowledge of theories, practices and procedures within a discipline

Software Support Engineer Resume Examples & Samples

The candidate should be an enthusiastic, a diligent individual with a good numerate degree from a respected university
They should have a very strong record of academic achievement in Math and Science subjects. A computer science degree is not prerequisite but a strong interest in computing is essential
Practical experience of databases, Linux (e.g. shell scripting) and networking (TCP/IP, HTTP and other common Internet protocols) would be advantageous
The candidate should have a genial, professional manner and should be comfortable with working in a small, dynamic, busy company
They will need to be persistent in pursuing their objectives and remain client-focused
Demonstration of excellent problem solving and networking knowledge will be necessary

Line Software Support Engineer Resume Examples & Samples

Customer's technical support as part of the 2nd line support team
Serve as technical advisor and escalation point for 1st line support team
Diagnose and resolve customer submitted tickets that require in-depth knowledge of the functionality of the product
Ensure that incidents are resolved in a timely manner to meet defined service level targets
Reproduce customer issues in test environments when needed
Work with development team to develop, design and propose solutions to meet technological needs of users
Learn and remain current in relevant product knowledge, support policies and support delivery
Document new solutions and workarounds to be published in internal knowledge base
Develop monitoring tool's alerts to improve service availability
Experienced in B2B corporate software support Strong English written and verbal communication skills
Be passionate about customers and service, with a strong will to make a difference
Great problem solving abilities and excellent communication, customer handling and inter-personal skills
Good knowledge of Unix/Linux and/or Windows operating systems
Must be able to deal direct with clients in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills
Understanding at least some of the protocols and technologies such as IPV6, IPV4, HTTP, SSL, LDAP, JDBC, Servlet/JSP, HTML, XML
The ability to work in a dynamic environment, prioritising and multi-tasking effectively
Availability to work on on-call duty
Experience with cloud environments
Familiarity with embedded systems
Basic concept of application clustering and load balancing
Good knowledge of Java Application Server and web container administration (JBoss, Apache http, Tomcat)
Cloud monitoring systems (Nagios, SisDyg, Graphite, ICINGA)
Programming skills with knowledge of scripting languages such as Python, Perl, C++, C

Informatics Software Support Engineer Resume Examples & Samples

Assisting Agilent front-line services and support teams in working with customers to install, troubleshoot and solve technical issues with informatics software including database, networking, and chromatography questions
Managing product escalations during heightened situations. This involves working with Agilent internal teams (Marketing, Sales, R&D) to provide the best solution to the customer
Working with Agilent field teams to help implement informatics solutions at customer sites and to help those customers become productive users of the software
Documenting both Agilent internal and customer facing technical solutions to facilitate better communication of our software workflows to our customers and the Agilent field
Working directly on new development projects that continue to increase Agilent’s informatics software ease of use and customer satisfaction
Collaborating with our customer’s IT departments on best practices, supported configurations and virtualization technologies, etc
Bachelors or Master’s Degree
5+ years’ experience around regulated laboratory environments (GMP, FDA21cfr11, ISO)
Self-management and sound decision making skills are vital to the role
Knowledge of Windows OS, Oracle, SQL, Networking and Active Directory
Knowledge/experience with Citrix, Terminal Services, VM
Excellent working knowledge of Agilent OLCDS portfolio (EZChrom, Chemstation, ECM) and reporting modules (OLIR)
Knowledge of Agilent Masshunter/MS and LIMS a plus

Software Support Engineer Resume Examples & Samples

Qualification follow-up
Study of main blocking points, retrieval of all setup descriptions, configuration and collect of traces,
Local training for customer project members
On site tests executions, functional analysis of pre-versions in advance
Contribution to one roofs
Support for tests plans and setups alignment (material, operating mode)
Contribution to project qualification follow-up
Regular reporting to remote SoftAtHome teams
Potential investigation of issues at end user locations
Programming languages: C, unix shell programming
Operating System: Linux with gcc/gdb toolchain
Software concepts: multi-threading, network programming, client-server applications
Networking: knowledge of data communication concepts and services applicable for TCP/IP stacks - ETH, VLAN, IPv4/v6 Routing, Bridging, HTTP, SOAP, Firewall, NAT, etc
VOIP development: SIP, MGCP, H323, VOIP DSP drivers
Good understanding of the linux driver models, specifically in the areas of (wireless) network, USB and ATM drivers
Knowledge in the following technical areas is an asset: Embedded Web design: HTML, XML, AJAX, EJS
Fluent use of English and Spanish

SL Software Support Engineer Resume Examples & Samples

Provides SL3 services for set of banking applications ( java; server based)
Investigate the resolve the issues
Service requests analyses and processing
Perform maintenance activities ( java and WebLogic upgrade etc )
Negotiation with customers
Proactively communicate with business and technical stakeholders and neighbor teams
Reporting of the progress
Unix systems knowledge ( shell scripts)
Basic Java knowledge. Understanding of JMS will be a plus
Experience of troubleshooting, fault-finding and debugging
Good English verbal and written communication skills

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