Spotfire Server Support Engineer

Role Purpose: The ideal candidate would have strong customer support experience with knowledge on supporting Server and Applications. In this role, the individual would have an opportunity to expand and combine these skills within our team to help support and maintain life science customers as call volumes continue to increase.

• Recent hands-on experience providing technical support to customers of enterprise applications
• Technical proficiency with the following:
  • Windows server and Linux OS
  • Apache Tomcat
  • LDAP Authentication/AD, SSO, NTLM, Kerberos, OpenID, Two-factor authentication, Custom authentication, etc.
  • SSL, HTTPS, Certificates
  • Load Balancing, Clustering, and Failover
  • SQL Server and Oracle DB
    Good to have skills:

• Deep academic knowledge or hands on experience with at least one major OO programming language (Java, C, C++, C# .NET, etc…)
• Academic knowledge or hands on experience with:
  • Python
  • JavaScript
  • HTML/CSS
  • Oracle
  • SQL Server

• Customer focus
• Good English oral and written communication skills
• Problem solving and analytical capabilities
• Planning, Prioritizing and Reporting
• Attention to detail and a concern for quality
• lement and promote use of consistent, efficient and quality processes (within the ITIL framework) to handle enterprise application supportEnsure compliance with company and customer QA policies, procedures and best practices
• Create, maintain and assume accountability for a culture of high customer service
• Track support cases through their life cycle with a focus on meeting established SLA's
• Work with R & D to escalate and track support cases that require software patches/ upgrades
• Generate weekly/ monthly reports for both internal and external consumption on all support activities
• Plan, allocate and manage support activities efficiently
• Train and mentor Support Engineers and write KB articles when appropriate.