Senior Support Engineer at Precisely in Pearl River, New York

Job Description:

Precisely

Precisely is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate everything that makes an applicant unique. We will consider all qualified applicants without regard to race, color, creed, religion, sex (including pregnancy), age, sexual orientation, gender identity, gender expression, national origin, ancestry, physical or mental disability, marital status, genetic information, citizenship status, or veterans' status or other applicable legally protected characteristics. We are committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 99 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

Intro and job overview:

Senior Support Engineers drive to solve complex issues and provide solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our software product support group to help drive the success of their Sterling Gentran investments, including Sterling Gentran Server (Windows, iSeries). Candidates should have strong problem-solving skills and technical depth. Excellent planning and communication skills are a must for case management.

Responsibilities and Duties:

• Provide world class technical support over the phone, remote desktop connections and through case management system. This includes meeting Service Level Objectives, updating stakeholders in a timely manner, and documenting critical information.
• Address and resolve issues quickly and effectively to ensure customer satisfaction.
• Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• Understand the complexities of enterprise systems and be able to determine if the cause of an issue is within the product, third party libraries, user developed code or jobs, or platform libraries.
• Continuously learn new technology, tools, systems, and sharing that knowledge within the team.
• Contribute to comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
• Debug and provide recommended solutions and tools to address product issues and enhancements.
• Periodic weekend and late shifts for time zone coverage and on call support.

Requirements and Qualifications:

• A candidate with a bachelors or masters degree in computer science or related field.
• Experience supporting, developing, or mapping Sterling Gentran for Windows, UNIX & Director is required, whilst Sterling Gentran for iSeries & z/OS is highly desired.
• Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills.
• Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
• Understanding of iSeries OS and Windows database management systems.
• Understanding of networking design principles and protocols such as FTP, Secure FTP, sFTP, AS2 and others.
• Strong debugging and problem-solving skills.
• Operating system (iSeries, Windows) knowledge and administration.
• Database systems: Oracle, Microsoft SQL Server, iSeries DB2, ODBC and JDBC protocols.

Preferred Qualifications:

• Strong debugging and problem-solving skills, with experience reading and/or writing Cobol, RPG, C++.
• Detailed knowledge of one or more of the following technologies is a plus:

1. 1. Experience supporting, developing, or mapping Sterling Gentran for Windows, UNIX & Director is required, whilst Sterling Gentran for iSeries & z/OS is highly desired.
   2. iSeries, Windows knowledge and administration.
   3. Database systems (iSeries DB2, Oracle, Microsoft SQL Server).
   4. Gentran communication protocols such as FTP, Secure FTP, AS2, sFTP connectivity

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It is a requirement for all roles at Precisely to adhere to applicable data privacy and security laws, rules, regulations, and company policies. For more information about Preciselys privacy practices, please see our Privacy Notice: https://www.precisely.com/legal/privacy-notice.

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