Customer Support Engineer

Position Title

Customer Support Engineer – Weekend Support

Home Department

Position Title

Customer Support Engineer – Weekend Support

Home Department

TransPerfect Legal Solutions

Supervisor

Director, Customer Support

Business Unit

Digital Reef

Supervising

N/Z

Location

Maynard, MA

1.0         OVERVIEW

Digital Reef is a small, fast paced and growing division of TransPerfect Legal Solutions developing cutting edge information products on top of a highly scalable big-data platform. Our industry leading product enables our customers to process large volumes of unstructured electronic data quickly.  This exciting opportunity will allow you to work with many advanced technologies while providing solutions to challenging problems working with big data and analytics.

2.0         DESCRIPTION

We’re looking for a passionate Customer Support Engineer to provide Saturday and Sunday (9am ET – 10pm ET) and 2 days a week (9AM – 6pm ET) technical support on all Digital Reef Products.  This individual will spend a majority of their time assisting Digital Reef users (TLS ESI, PMs and external clients) characterizing, diagnosing and resolving technical issues.  This position also requires interaction with internal Digital Reef personnel in an effort to quickly resolve technical product issues.  This job will include working and gaining expertise in the following areas: IP Protocol (HTTP/HTTPS), VMware, Cloud Computing, Big Data, Linux OS, PostgreSQL Database, Digital Reef Proprietary Software and Grid Technology.

Specific assignments may include the following:
 

§  Maintain call-tracking database with required information as customer calls are handled.  This includes updating case information in the database on a daily basis.

§  Provide technical support to remote customer sites via telephone, WebEx, IP and/or VPN access.

§  Troubleshoot remote customer systems to quickly resolve issues and minimize any equipment downtime or failure conditions.

§  Utilize the technical service lab in an effort to recreate and resolve customer issues.  This includes the writing of detailed bug reports within Digital Reef’s Engineering Database.

§  Verify and test new software per specific customer requirements.

§  Create documentation and action plans for system upgrades and troubleshooting projects.

§  Develop expertise in specific areas (i.e. technology, product).  Transfer this skill in order to educate colleagues and/or customers via documentation (FAQs, etc...).

§  Work closely with Digital Reef Sales, Engineering and Management personnel. 

§  Provide after-hours (24x7) technical support on a rotational schedule.

§  Participate in status meetings and reviews as required.

3.0         REQUIRED SKILLS

§  Ability to diagnose and troubleshoot technical issues in software and systems

§  Excellent problem-solving and communication skills

§  Ability to provide step-by-step technical help, both written and verbal

§  Knowledge of relational databases and SQL a plus

§  Knowledge of Lucene-based search engines a plus

§  Strong analytical, problem solving and organizational skills

§  Communicating complex concepts in clear concise ways

§  Sense of urgency - innate desire to update, solve and close help desk tickets

4.0         REQUIRED EXPERIENCE AND QUALIFICATIONS

§  Bachelor’s Degree in Engineering/Computer Science and/or equivalent experience.

§  1-3 years of experience in the computer/networking industry preferable.

§  Basic knowledge of UNIX/Linux (Redhat, CentOS, FreeBSD, etc…) Operating Systems.

§  Good understanding of the IP protocol including ARP, ICMP, NFS, CIFS, HTTP and SSL.

§  Strong analytical, problem solving and organizational skills.

§  Strong written and verbal communication skills.

5.0         DESIRED SKILLS AND EXPERIENCE

·         Experience providing real-time customer service in a production environment

6.0         REVISION HISTORY

Current version supersedes all previous versions listed

0

Peter Livingstone

President, Digital Reef

Initial version.