Software Support Engineer

Job Description
Job Summary
The Associate Support Engineer (ASE) is primarily responsible for providing technical support for our enterprise clients via multiple communication channels, proactively identifying, communicating and assisting clients in resolving known software issues, working with clients to license and provide configuration services for software modules and troubleshooting installation, configuration and environmental issues identified by customers.
The ASE provides client support by tracking, troubleshooting and resolving questions, issues and concerns encountered during the day-to-day use of their solution, typically working hand-in-hand with a client's System Administrator. The ASE will perform and document initial discovery on client issues, working with other Kiriworks team members and software vendors to ensure satisfactory resolution. The ASE maintains responsibility for end resolution and client satisfaction for all issues. The goal of the ASE is to ensure that client communications are acknowledged, tracked and fully resolved in a manner consistent with the goals of Kiriworks
Associate Support Engineer
Milwaukee, Wisconsin, United States Full-time
Kiriworks - Associate Support Engineer
Overview
Learn from a team of IT professionals how to diagnose and troubleshoot enterprise software, operating systems, databases, and more. We refer to our support issues as "cases", which reflects the amount of investigation and discovery required to get to the bottom of problems that our customers bring us. Cases often come to us as a stone-cold whodunit, and we need to have a plan on where to start and what to do if the case goes cold.
No two cases are the same, because we have customers across all industries with different environment, security, configuration, and usage. This isn't a "helpdesk" role-our Customer Care Team has no script to follow, only diagnostics tools and excellent troubleshooting will get these cases closed. We work hand in hand with network administrators, DBAs, sysadmins, business owners, and more to understand their concerns and provide a technical (and sometimes political) solution. This role is perfect for someone who doesn't want to get stuck doing the same thing every day, and for a "jack of all trades" IT professional.
Qualifications/Requirements
We look for candidates that have:

• Excellent technical troubleshooting skills. Discard what doesn't matter, keep the interesting data, and get to the bottom of a tricky problem.
• Software Testing. After coming up with a plan, attempt to recreate problems in your own virtual machines. Change configuration or data to get different results, then apply what you've learned to find a solution.
• Great communication skills. Our knowledge is of no use if we can't explain complicated technical problems to audiences of all competencies.
• Organization. Have a plan, stick to it, keep a step ahead of where a case might take you.
• Ownership.This isn't tiered support. You'll own your cases from open to close, bringing in experts in our company and others until a case is resolved.
• Knowledge of the Microsoft Windows server and desktop ecosystem preferred-the platforms we support live on top of Microsoft technology, so we need to be able to determine if it's a software problem or something in the underlying environment,
• Some knowledge of networking is helpful for troubleshooting.
• Exposure to database technologies is really helpful, because they are the heart of the solutions.
• Exposure to programming can be helpful. We're not writing applications, but we're often looking at stack traces and other diagnostics data, or debugging custom scripting

• Education:
  The successful candidate will have a Bachelor's Degree in Management Information Systems or Information Technology. Applicable IT coursework and experience can be substituted for the above.
• TO APPLY: email resume to tammy.singleton@kiriworks.com