Verify support agreements
Create and update support cases/service requests
Provide support assistance on specific Revenera Software products
Accept service requests which were not resolvable by the 1st tier team
Replicate customer issues in-house, regardless of OS
Own and resolve support inquiries of medium to high level complexity
Provide timely responses and regular updates on support cases
Transition issues to the Engineering team for further investigation when the case is unable to be solved within the specified guidelines
Contribute to the knowledge base and actively use the existing documents in the resolution of support cases
Properly document support inquiries using the CRM system
Provide mentorship and training to Technical Support Engineers as needed
Proactively keep management informed of critical customer issues/concerns

Bachelor’s degree in a technical related field or equivalent work experience
Experience providing technical support for Windows, Linux, and other UNIX operating systems and related software
Basic programming and scripting knowledge in one or more languages including C++, C#, Java, and Powershell
Strong customer orientation and dedication
Good communication and interpersonal skills (works well individually and as part of team)
Fluent in verbal and written English
Ability to manage multiple tasks
Enjoys problem solving and approaches them analytically and methodically
Eagerness to learn new technologies/skills
The ability to replicate a customer issue in-house regardless of OS
Familiarity with developer software tools
Windows administration skills

Staff Technical Support Engineer

Key skills