Advanced Technical Support Engineer

The Advanced Technical Support Engineer will play a critical role in providing technical assistance for SumTotal s Support customer base. As a member of SumTotal Customer Support, Support Engineers provide real-time technical support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotals internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products. The job involves handling and resolving complex technical queries and issues in the areas of product functionality or architecture and defect correction. The position is responsible for maintaining a high and personalized quality of customer support with our strategic customer base, being aware of the breadth of SumTotal s service and solution offerings and identifying opportunities that bring the customer s objectives and SumTotal s solutions together for mutual benefit.

• Develop a deep knowledge of SumTotal s range of enterprise products.
• Develop a deep knowledge of assigned customer s products and business objectives.
• Communicating with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotal s software products, and maintaining effective customer relations.
• Solve user problems, ranging in complexity from basic to technically complex, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues.
• Partner with cross-functional teams as needed on complex customer issues and ensure root cause of issue is resolved.
• Escalate facilitate top priority, production-critical issues to the appropriate teams for resolution.
• Maintain ownership of issues until resolution, drive internal teams in support of solution needs and customer timelines around cases.
• Resolve incidents and provide ongoing communication to customers during the issue resolution process as per SLA s.
• Create and Publish internal and customer-facing knowledge base documentation to enhance customer engagement with SumTotal s self-service options.
• Serve as a customer advocate within the SumTotal organization.
• Ensure customers to execute their business objectives through use of our application.
• Assist Account team with case prioritization to ensure a successful go-live of new customers.
• Provide customer reporting on case trends and contract compliance. (Both internally and externally as needed).

• Minimum experience of 5-6 years, in application support is mandatory.
• Should have exposure in talking to client/end customers (preferably US/UK).
• Strong customer service focus, good problem-solving skills, and excellent communication skills
• Knowledge on SQL programming (DML/DDL/joins) is mandatory.
• Technical and practical expertise in Windows Server Operating System, IIS, Tomcat, ASP, .Net, SQL Server.
• Knowledge on Webservices Technologies like REST API/SOAP/ODATA is added advantage.
• Knowledge on NoSQL, Authentication Technologies like LDAP, SSO, OpenID, ADFS etc. is added advantage.
• Should have hands-on experience in debugging web-based applications.
• Exposure to tools like Fiddler, Wireshark, Browser based Developer Tools, Postman etc.
• Ability to communicate effectively to varying levels within an organization.
• Excellent organizational skills with ability to grow and work in a team in Engineering / Sciences or a Post graduate degree in Computer Sciences.
• Must be adaptable and have a strong disposition to learn in a fast-paced environment.

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