Solution Support Engineer

Solution Support Engineer

We are looking for a hard working, dynamic, self-starter to join our Product Support team. As a Solution Support Engineer working in our Seattle Office (Ballard), you will provide excellent support to clients who utilize Vorsite Products and customized solutions. Your polished communication skills will allow you to efficiently handle customer issues by phone, email or other online method, leading to successful resolution. A successful candidate in this position will provide support services for major accounts, and act as the primary point of contact for customer, partner, and pre-sales issues/questions.

Responsibilities
Responsible for owning/driving the resolution of issues (support cases) reported to product support by the customer. Perform associated work to define and address queries (by applying technical expertise, product knowledge, communication skills and development methods) toward determining support requirements and best practice approaches.
Ensure proper and consistent communication of status to the client and Vorsite management in accordance with SLA's and Maintenance agreements.
Recognize when difficult technical and business issues may require further resources. Must be able to handle escalation of those issues and be responsible for gathering additional data as required by escalation points.
Act as primary escalation point for support cases associated with technical issues encountered by Professional Services and/or Partners in the context of a project.
Assume ownership of support issues to drive to resolution. This may require on-site customer visits.
Lead technical discussions initiated by the client regarding product functionality, architecture, design, interface capabilities, path of progression for the client's solution, and other technology related topics.
Enlist the assistance of Vorsite Management, Professional Services, Product Development, or others as appropriate to facilitate technical discussions initiated by the client. Properly communicate with Professional Services Management regarding these technical discussions to ensure team cohesion and promote a unified client face.
Responsible for driving, developing, and maintaining customer knowledge base and development of troubleshooting tools.
Proven ability to analyze, use and configure medium to large networks and medium to large web farms utilizing IIS.
Experience troubleshooting in environments with the following technologies: ASP.NET, SQL, IIS, Security, Networking

Requirements
BS in computer science, computer engineering desired; or equivalent work experience.
5 or more years experience with product support.
3 to 5 years experience in enterprise content management field desired.
Able to independently resolve multiple, complex and time-sensitive customer problems.
Excellent written and verbal communication and cross-team collaboration skills.



Company Information:
Vorsite is the premier provider of products and services for connecting Microsoft SharePoint Technologies to Enterprise Content Management systems. The company helps customers ensure that users can access information supporting key business processes quickly and easily while preserving security and data integrity. Vorsite offers solutions to a wide array of Fortune 1000 companies in energy, pharmaceuticals, and any industry that relies on robust ECM capabilities.

Vorsite was started with a vision to help customers reduce IT overhead and increase employee productivity through content management solutions. With this goal in mind, Vorsite has evolved into a grounded enterprise content management solution provider. Our office is located downtown historic and eclectic Ballard and is close to everything.

Vorsite is an Equal Opportunity Employer. Employment decisions are based solely on qualifications, merit and business need. Only qualified and local applicants will be contacted for our interview process. No third party inquiries please.


Please see www.vorsite.com for more information.




How to Apply:
Please submit resumes to careers@vorsite.com