Verint Published: August 9, 2019
Job Type
Category
Level of education
High school
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Herzliya
How many relevant years experience do you require for the role:
3 years

Description

Application engineering Verint CES division is seeking to add an engineer to our support Tier 3 who would be instrumental in troubleshooting of our existing web applications. This hands-on position requires broad engineering competence and in-depth technical knowledge of application software development, as well as demonstrated experience successfully resolving complex customer issues in a dynamic environment. Successful candidates must be motivated to work in a data driven environment, have a desire to drive process improvement, and capable of driving high-level, ambiguous issues towards successful resolution.

KEY RESPONSIBILITIES:

Technical:
- Independently troubleshoot customer issues, research solutions and resolve complex problems by analyzing product & systemic issues (Network, OS, databases).
- Have a good high-level system understanding.
- Proactive in identifying critical point of failure, raising flags & escalating issues that are of urgent nature.
- Working with Engineering to provide serviceability items in legacy and new features.

Customer Satisfaction:
- Willingness to “go the extra mile” to get the job done within SLAs and customer commitments.
- Proven customer communication skills, work with partners and customers.
- Ability to manage escalations by driving actions within Tier3 and Engineering on one hand and provide timely and clear statuses to the organization.
- Detail-oriented and highly organized, ability to juggle multiple priorities and parallel projects simultaneously.
- Occasionally visit customer sites.

Requirements

- 3-4 years’ experience in providing technical support for enterprise as a Tier 3 Support engineer.
- Advantage: experience as IT Engineer

Personal Skills:
- Good interpersonal skills.
- Good written and verbal communication skills in English.
- Team player
- Ability to follow process but to remain flexible in achieving project objectives.
- Ambitious, motivated, eager to learn and demonstrate values.
- Working off hours and weekends.
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