Support Analyst
Precisely
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Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!
Overview:
Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 99 of the Fortune 100. Precisely’s data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. We are looking for talented individuals with the experience and motivation to join our innovative, fast-paced Precisely Team.
What you will do:
Precisely Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their Precisely Data Integration investments, including Sterling B2B Integrator and Precisely Connect products. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.
- Provide world class technical support over the phone, email, and remote desktop connections. Including, but not limited to meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording critical information.
- Address and resolve issues quickly and effectively to ensure customer satisfaction.
- Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
- Understand the complexities of enterprise systems and be able to determine if the cause of an issue is within the product, third party libraries, user developed code or jobs, or platform libraries.
- Continuously learn new technology, tools, systems, and sharing that knowledge within the team
- Create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
- Debug and provide recommended solutions and tools to address product issues and enhancements.
- Work periodic late shifts and weekend shifts for on-call support
Minimum Requirements:
- Bachelors degree in Computer Science or related field.
- Equivalent experience will be accepted in place of the education requirement.
- Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills
- Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
- A strong desire to learn new technology and the ability to understand new concepts quickly.
- Understanding of software design principles and operating system design.
Preferred Requirements:
- Understanding of database management systems including relational database design principles, tuning, SQL execution, and configuration. Knowledge of NoSQL distributed database such as Cassandra.
- Understanding of networking design principals and established protocols, including TCP/IP, HTTP/S, S/FTP, SMTP and other data communication protocols.
- Strong debugging and problem-solving skills, with experience reading and/or writing C, C++, Java, or other object-oriented languages.
- General knowledge of one or more of the following technologies is a plus –
- Experience supporting, developing, or managing Sterling B2B Integrator, Sterling File Gateway, Partner Engagement Manager
- UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) and Windows knowledge and administration.
- Database systems (Oracle, Microsoft SQL Server, DB2, JDBC).
- Messaging system tools such as JMS or IBM MQ
- B2B communication protocols such as AS2, SWIFT, Connect:Direct, and older protocols ldap, sftp, ftp, https with both server and client authentication.
- Experience with z/OS Mainframe systems or System i Midrange systems with a focus on VSAM and DB2.
- Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers, or other virtualization technology
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