Technical Support Engineer

Job Title: Technical Support Engineer (Oracle/ Web)

Location: Herndon, Virginia

Reports to: Manager, Customer Support

 

InfoVista is a world-leading provider of Service-Centric Performance Management software solutions. InfoVista designs, develops and markets technologically advanced software which monitors, analyses and reports on the performance and quality of service of information technology (IT) infrastructure, including networks, servers and applications.

 

 

InfoVista is looking for a Technical Support Engineer to provide InfoVista expertise to our customers and professional services team.

The Technical Support Engineer is responsible for the following: Communicate with internal and external customers in order to resolve technical issues on InfoVista software productsWork with customers to gather technical data: Using our knowledge base and available troubleshooting tools, ensure that all information is retrieved at once to be able to solve problems relating to known defects promptly.Test & provides workarounds for customer issues & notifies management of any potential escalationsTest & recreate issues before escalating to development and work with development to resolve problems that are code relatedMaintain clear ticket documentationAcquiring & maintaining current knowledge of relevant product offerings in order to provide technically accurate solutions to our customers & record these solutions in our Knowledge baseProvide outstanding and timely customer service & work effectively in teams with customers, engineering, professional Services… 

Candidates must meet the following qualifications for this position:

Education:  Bachelors degree 

Technical Skills:Minimum Network Knowledge required (TCP/IP, Routing)Database handling experience (able to develop SQL queries to retrieve information from customers’ databases, Oracle experience is a plus).Web Servers: Apache, (IIS and/or Tomcat is a plus). Minimum troubleshooting experience desired.

Supported Platforms: UNIX (Solaris) Administration (2-years experience- REQUIRED)Three to five years experience in customer service (support, professional services), preferably in a networking environment. Candidates must have excellent customer service skills and excellent oral & written/documentation skills.

InfoVista Benefits

InfoVista offers a competitive salary and an attractive benefits package that includes company-paid medical, dental, prescription and vision coverage, and a matching 401(k) program. Other benefits include: life insurance, long-term and short-term disability insurance, flexible spending accounts and generous paid time off!

 

Interested candidates should submit a cover letter, resume and salary requirements via email to jobs@infovista.com .

 

InfoVista is an Equal Opportunity Employer.