Technical Support Engineer

Job Title

Technical Support Engineer

Location

EMEA

Job Purpose

The Technical Support Engineer is responsible for providing business critical technical support to partners highly-skilled customers IT and functional staff including Database Administrators System Administrators IT Managers and Directors line-of-business Managers and Financial addition the position requires frequent interaction with Product Development and Consulting Services to deliver complete comprehensive solutions and constant software and process the role of Technical Support Engineer you will be providing telephone and / or Web based support for Kofax products.

Key Responsibilities

• Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone web and email and other support channels as required.
• Research diagnose troubleshoot and identify solutions to resolve customer issues related to application use design and configuration.
• Provide prompt and accurate feedback to customers.
• Effectively communicate complex technical issues to a broad range of customers and departments within Kofax such as product management software engineering sales and quality assurance.
• Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.
• Take issues elevated from Associate Technical Support Engineers as needed and directed by management.
• Elevate customer issues to senior support engineers as needed providing detail description of problems along with steps taken to analyze the problem.
• Use approved protocol to communicate with Development engineers on the analysis of software issues.
• Elevate hot fix requests to support managers for processing based on approved protocol.
• Participate in regular support team meetings.
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
• Prepare test systems for replication of user issues.

While the job description describes what is anticipated as the requirements of the position the job requirements are subject to change based upon any changing needs and requirements of the business.

Qualifications

Skills and Knowledge Required

Required Skills and Knowledge :

Desired Skills and Knowledge :

Kofax Inc. is an Equal Opportunity Employer M / F / Disability / Vets

Required Experience :

IC

Key Skills

Database,Jira,Linux,Bank,Java

Employment Type : Full Time

Experience : years

Vacancy : 1