Aug 05, 2022

Technical Support Engineer

  • Retail Pro International, LLC
  • 400 Plaza Drive, Folsom, CA, USA
Full time Engineering Information Technology

Job Description

Technical Support Engineer

Willing to interview hardworking and motivated computer science or technology school graduates without significant work experience.  We will hire and train those candidates. Salary compensable with experience. 

Job Statement

The Technical Support Engineer will be responsible for providing technical and developer support for deployment and production issues for customers using the Point of Sale (POS) application suite. Being a vital part of the Global Customer Support team involves working on highly complex systems and providing general technical support services for major accounts, ensuring overall customer satisfaction and total resolution of each service case.

Our Technical Support Engineer will provide phone and email support and will be responsible to debug, track, find, and fixing problems that occur during implementations and daily retail operations.  The Technical Support Engineer will create and manage technical environments within the support organization to replicate and diagnose customer issues, and troubleshoot skills related to software functionality, application server setup, database management, operating system configuration, installation, migration, network, and upgrades of POS versions will be required.

The Technical Support Engineer will maintain relevant information in the support tracking system and will update clients and management about the status of all issues on a timely basis.  The Technical Support Engineer will also maintain and actively contribute to a growing knowledge base that improves the overall effectiveness of the team. The Technical Support Engineer will proactively research new technology or development tools to remain informed of current technology.

Essential Functions

  • Drive the resolution of cases reported to Technical Support through the definition and diagnosis of the issue and application of technical expertise, product knowledge, communication, and problem-solving skills.
  • Determine root problem cause and provide resolution to our Business Partners.
  • Identify, reproduce, and log product defects with our development team.

Job Specification (Requirements)

  • 1-3 years of experience supporting software applications and system administration, willing to train the right candidates.
  • Familiar with the structure of a relational database (Oracle, MySQL) and ability to create basic SQL queries, joins, and update statements. Willing to train the right candidates.
  • Proficient with the Microsoft Office Suite.
  • Experience supporting Microsoft Server Class Operating Systems and basic networking troubleshooting skills.
  • Experience with virtualization software (VMWare, Oracle Virtual Box).
  • Ability to prioritize issues of varying severity and effectively manage the resolution of issues within accepted service levels.
  • Strong analytical skills in understanding requirements, with strong conceptual and problem-solving skills.
  • Ability to provide excellent customer service and maintain a professional demeanor while defusing stressful customer situations.
  • Strong interpersonal skills and ability to collaborate with peers, technical account managers, customer IT staff, product development, and SQA to resolve client issues.
  • Ability to use independent judgment, work independently and make solid decisions.
  • Solid organizational skills and time management skills.
  • Experience in retail applications, in particular Retail Pro, is a plus.
  • We support customers in over 80 countries. Multi-lingual is not necessary but is a plus.