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:

Precisely Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their Data Integration investments using our Precisely Ironstream family of products. Our Ironstream products enable integration into a growing number of leading operational and analytical platforms. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.

Responsibilities and Duties:

• You will provide world class technical support over the phone, email, and remote desktop connections. Including, but not limited to meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording critical information.
• You will address and resolve issues quickly and effectively to ensure customer satisfaction.
• You will investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• You 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.
• You will continuously learn new technology, tools, systems, and sharing that knowledge within the team.
• You will create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
• You will debug and provide recommended solutions and tools to address product issues and enhancements.
• You will work periodic weekend shifts for on call support.

Requirements and Qualifications:

• 2+ years experience developing, implementing, or supporting technical solutions as per diverse business use cases in Mainframe.
• A bachelors and/or masters degree in computer science, Systems Engineering, Management Information Systems or a similar field, or the equivalent in work experience. Understanding of mainframe computers and configuration of subsystems and components such as DB2, CICS, IMS, Consoles, Memory, and DASD.
• Customer-facing software support and/or consulting experience.
• Technical experience supporting mainframe software including the knowledge and use of tools such as SMP/E, RACF, JCL ISPF, REXX, USS, terse /unterse utility, FTP and SMF.
• Familiarity with methods to obtain debug information such as joblog, syslog, dumps, and traps.
• Practical experience in the Microsoft server-side product stack and development environments, including Microsoft Windows Server, Microsoft SQL Server, and Microsoft Office and/or similar experience with Linux or UNIX.

Preferred Qualifications:

• Knowledge and use of Splunk, Kafka, Elastic or other analytics platforms.
• Knowledge and use of ServiceNow, Micro Focus or other ITOM / ITSM platforms.
• You have experience working with a CRM system (SalesForce.com preferred), a ticket tracking system, licensing software, or any other business applications.
• Experience supporting medium to large scale SAP landscapes.

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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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