R&D Engineer, Customer Engineering

Title:  R&D Engineer, Customer Engineering 

 

Job description:

 

Borland is the global leader in platform independent solutions for Software Delivery Optimization - the transformation of software development into a managed business process that aligns the people, process and technology required to maximize the business value of software.  Borland is seeking an additional member of their R&D support case escalations team for their Santa Ana location.

 

BASIC FUNCTION:

 

The Engineer works with engineering counterparts in R&D as an advocate of the customer's interests. The Engineer must Supervise and Manage Tech Support escalation cases and activities which would include providing quality mentoring, and technical expertise and timeliness to Borland Support Representatives escalating their cases to R&D. Provide assistance to Support Representatives on cases to be escalated through R&D to Engineering. It will also be necessary to adopt completely, cases that qualify for escalation. Candidates are expected to have management experience and a strong sense of integrity, self motivation, and respect for support guidelines, and serve as a role model/mentor and sometime trainer for personnel in the support community.

 

MAJOR DUTIES AND RESPONSIBILITIES:

 Produce case summaries and facilitation of conference calls for customers with high-priority issues Assisting other R&D engineers, based on technical ability, on their cases Attendance and participation at regular departmental meetings Writing and/or reviewing technical articles and FAQ’s for customer extranet web site Conducting personal research, learning, and experimentation in order to improve technical skills on the Borland product line and related technologiesTechnical diagnosis, investigation, problem reproduction, and resolution of escalated problem cases submitted by customers, consultants, and partners Mentor Support Representatives on accurate and creative solutions to customer problems of a serious nature to ensure appropriate Support competency.Coordinate gathering of pertinent information on escalated customer issues to ensure timely distribution of knowledge in order to ensure customer satisfaction and proper competence of Support Representatives.Proactively review, address and appropriately escalate unresolved calls in a timely manner, perform follow-up through resolution.Enhance and develop quality support methods and communication skills through coaching, feedback and other developmental approaches.Create materials for Training and Support Managers and discuss current escalation statuses, to evolve and find necessary changes/modifications to Tech Support procedures, etc.Produce trend reports regarding escalated support cases to Training and Support Managers.Research, resolve and respond to escalated tech support inquiries in a timely manner in accordance with current standards.Develop and provide technical coaching and mentoring to Support team members and other Employees.Enter and update escalated cases and related information in call-tracking database.Acquire and maintain current knowledge of relevant product offerings in order to provide technically accurate solutions to customers and support representatives.Participate in team projects that enhance the quality and efficiency of customer engineering and technical support service.Act as product liaison with IT and third-party developers to solve technical issues as needed.

 

Preferred Position Requirements:

 Expertise in the Borland ALM Product Suite, primarily Starteam and CaliberRM.Bachelor's degree in Computer Science or a closely related technical field (Master's degree a plus) 2-5 years' experience with relevant technology, including: Object-oriented programming (especially Java, but C++ experience also beneficial) UML Relational databases (Oracle, SQL Server, DB2) Distributed computing (especially CORBA or J2EE) HTML, XML, and Internet technologies Familiarity with the Application Lifecycle, including Define, Design, Develop, Test, Deploy, and Manage. Some familiarity with software development methodologies (e.g. Agile, FDD) and software engineering principles (e.g. CMM) Experience with Silk products and/or other Testing tools a plus

 Expertise with Windows NT/2000/XP and Unix (Solaris, HP-UX, AIX, or Linux) operating system fundamentals Good conceptual understanding of multi-tier client server applications Knowledge of Web/Server application server administration - IIS, Websphere, Weblogic, etc. Familiarity with load-testing tools and/or performance monitoring tools Experience demonstrating strong customer focus with superior written and verbal skills Experience demonstrating ability to work collaboratively as a member of a team