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Services Engineer at TrueCommerce, Inc.

Posted in Information Technology 30+ days ago.

Type: Full-Time
Location: Columbus, Ohio





Job Description:

TrueCommerce is the most complete way to connect your business across the supply chain, integrating everything from EDI, to inventory management, to fulfillment, to digital storefronts and marketplaces, to your business system, and to whatever comes next. To stay ahead in today’s dynamic global market, companies need to be able to do business in a lot of different directions at once. TrueCommerce has helped businesses be more connected, more supported, and more prepared for what’s next. That’s why thousands of companies – ranging from start-ups to the global Fortune 100, across various industries – rely on us.

TrueCommerce. Do business in every direction.

Our culture and values are what set us apart!  TrueCommerce provides an open and positive work environment where providing employees with a work/life balance is key. Work is not only challenging, but interesting and rewarding as well.  We encourage employees to grow and develop.  Additionally, TrueCommerce organizes events throughout the year like picnics, golf tournaments, chili cook-offs, winter holiday events, and opportunities to volunteer for charity.  Come join our team!

Summary:

The Services Engineer provides support to internal stakeholders and TrueCommerce customers to resolve complex issues. The successful candidate will demonstrate laser customer focus, as well as an ability to leverage advanced technical skills, and innovative technologies and approaches to ensure timely, consistent and satisfactory resolution of customer issues.  Responsible for in-depth troubleshooting and analyzing customer hardware/software problems including diagnosing/developing code for internal and external products and tools.

Job Responsibilities Include:


  • Provide third level support for problem resolution, including reproduction of customer and/or 3rd party vendor issues.

  • Remaining ahead of new technologies as needed to successfully support internal and external customers

  • Perform analysis of issues down to debug, ensuring that all issues are properly analyzed/vetted prior to sending to the software development team

  • Ensure customer satisfaction through efficient, effective diagnosis and resolution of customer questions and problems.

  • Follow existing standards in daily work. (E.g. coding standards and design standards).

  • Work with other software engineers, managers, QA engineers, technical writers, and technical operations team members, as needed, to ensure quality and the successful rollout of product releases (hotfix, minor & major).

  • Provide setup and support of test VLM environments in order to replicate and troubleshoot issues.

  • Participate in "on call" support coverage for severity 1 issues off-hours

  • Provide support and technical training to front line support,  integrations, and implementation teams to improve issue analysis and escalations

  • Serve as key service & support liaison to Product Management, Product Development and UAT and beta release testing, and feedback to product requirements

  • Escalate major, elusive or recurrent issues that affect customer satisfaction to Product Management

  • Serve as liaison between Product Development group and 1st/2nd level support teams

  • Lead cross-functional teams to define and develop customer problem resolution plans, tracking progress, deliverables, and reporting to management

  • Develop internal tools to improve efficiencies for professional services team

  • Provide Product Development with clear and complete information for issues or enhancement requests. When development assistance is required, carrying out recommended diagnostic steps and document information as necessary. Document reported verified problems to developers including testing of problem resolution fixes.

  • Key contributor to internal and external service & support documentation including bulletins, and knowledge base articles.

  • Work with technical writer and curriculum developer to produce customer-facing and internal documentation to improve troubleshooting and problem resolution for environmental or data related issues.

Experience


Required


  • Knowledge of VMware and virtualized systems for testing and replication platform use.

  • Adaptive understanding of business technology infrastructures such as terminal services, Citrix farms, network protocols, and expansive business services (e.g. Exchange, SharePoint)

  • Experience with the following technologies: .Net/C#, Silverlight, ASP.Net, HTML, JavaScript, SQL Server and XML

  • General understanding of software usability, object oriented theory, web services, SQL databases, and development life cycle methodologies (e.g. AGILE, Waterfall)

  • Ability to "think outside the box" and deductive reasoning. Customer issues may be related to code defects, product configurations, networking, platform, third party software, or environment. Be able to identify root cause quickly and view issues holistically.

  • Ability to work with customers, internal business unit organizations, and third party vendors with working knowledge of general accounting practices and understanding of customer business flow.

  • Strong technical troubleshooting skills, including research of errors, reproducing support problems in test environments, code evaluation/diagnosis, strong process of elimination logic, and read/diagnosing log files.

  • 3 year(s): Level 2/3 technical customer support: Ability to systematically examine problems, and work with customers as per SLA to help solve the problems.

Preferred


  • An EDI technical background or an understanding of transaction processing

  • Experience supporting, configuring, or integrating with business systems such as QuickBooks, Sage 50/100/300/500, SageERPX3 or Microsoft Dynamics GP

Education


Required


  • Associates or better in Computer Science or related field

  • Bachelors or better in Computer Science or related field

Skills


Required


  • Multi-tasking

  • Time Management

  • Organizational

  • Customer Service

  • Troubleshooting

  • Microsoft Office

See job description





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