Support Engineer

Job Summary

The Position Requires The Following Attributes

• Very good understanding of the support process cycle
• Strong team coordination and communication skills
• Proactive approach to problem solving
  

• Telephone and on-site support of software products
• Diagnose software problems, localize problem sources, and identify bugs
• Coordinate the analysis and reproduction of client issues, with the involvement
  

Of Other Groups As Required.

• Install and configure SmartVista products
• Communicate with clients regarding the steps necessary to maintain and update
  

• Assist in the documentation of SmartVista products and installation instructions
• Assist in testing new releases and updates
• Maintain the operational support environment
• Maintain a good knowledge of client products (software and documentation).
• Participate in building the knowledge base and Q&A for SmartVista products
• Provide a professional support and assistance to clients to understand their
  

• Monitor incident resolution progress and regularly interact with resolver groups
  

• Review the client request history to assess risk and update internal teams as
  

Required

• Take ownership of updating client client environments to be used in internal
  

• Work pro-actively to take the cases from the inbox queue to ensure that it is
  

• Any other duties and/or responsibilities as may be assigned
  

Requirements

• Fair knowledge of SQL/PLSQL
• Fair knowledge of C language
• Fair knowledge in Unix/Linux operation systems as a confident user
• Self-motivated
• Excellent people skills
• Positive attitude
• Understanding of J2EE (WebLogic)
• Oracle database administration
• Understanding of basic principles of e-payments and cards payments
  

• Testing
  

The Following Qualifications Are Required For The Position

• Three or more years’ experience with software development or support
• Solid experience in ORACLE database administration, SQL/PLSQL, Unix, and
  

• Solid experience with ISO8583 messaging or card transaction processing, e
  

• Experience in payment and card processing software
• College degree preferred
• Post-secondary credit hours in a technical related field such as ORACLE or Unix
• Fluent in written and spoken English