Product Support Engineer

Job Title: Product Support Engineer

Position Summary:

The Product Support Engineer will provide Tier 2 Product Support for assigned products and systems. Reproduces reported product issues and engages Tier 3, Engineering and Development teams for escalated product issues.

Essential Duties and Responsibilities:

• Performs complex, high-impact Engineering Support tasks
• Solves highly complex and broad reaching problems
• Answers customer requests to assist with Product Support related inquiries
• Assists customers with product installation and training
• Follows documentation and training materials to diagnose and resolve customer issues
• Create/update documentation after resolution of issues
• Enters all call activity into online tracking database
• Provides Technical Support to customers for operational and maintenance aspects of products
• Researches and resolves customer issues
• Serves as customer contact for technical and service related problems
• Diagnoses mechanical, hardware, software and systems failures using established procedures or by creating new means of addressing customer technical issues
• Determines most cost effective repair/resolution to minimize customer downtime
• Develops and maintains positive customer relations
• Coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner
• Demonstrates technical leadership
• Mentoring and/or training of junior engineers
• Works independently
• Performs other related duties as assigned

Knowledge & Experience:

 

• Bachelor’s Degree in computer related field preferred.
• Minimum of 2 years related support engineering experience preferred, working directly with end-user customers
• PCs and related software applications
• Windows, DOS, Unix and other operating systems
• Networking and Communication protocols
• Database servers – SQL Server / Oracle
• Expertise in all phases of systems analysis, the software development process and/or functional engineering principles
• Experience within the Petroleum Industry a plus.

 

Skills & Ability:             
                  

• Able to work and achieve results in an international/multi-cultural environment, with team mates located across several countries and time zones.
• Excellent communication skills, both written and verbal.
• Bilingual a plus!
• Ability to work within a team environment.
• Self-motivated, and possess a high level of personal accountability
• Ability to effectively handle multiple tasks.
• Strong analytical and problem solving skills.
• Technical leadership skills.

VeriFone is proud to be an Equal Opportunity Employer!