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Tier 3 Escalation Engineer

Tier 3 Escalation Engineer

Job Description

Job Summary:

The Tier 3 Engineer in the Product Maintenance team is responsible for providing daily advanced engineering support to T-System customers and technical training to members of the Client Support team.

 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Responsible for management and resolution of tier 3 production escalations for complex technical incidents, including analysis, root cause determination and on-going client follow-up
  • Must be able to analyze, identify and debug complex systemic software defects
  • Analyze diagnostic image dumps
  • Meet or exceed monthly goals for tier 3 resolution to meet customer service level expectations
  • Works closely with support and engineer team members to prioritize escalations and identify issues which need engineering input
  • Responsible for reducing the number of escalations requiring engagement of software engineers
  • Review and assist in improving and maintaining knowledge base of internal technical documentation for Client Support and Engineering
  • Provide technical training and guidance to Client Support team members for technical growth on advanced topics such as system architecture, SQL, troubleshooting techniques etc.
  • Available for on call rotation

 

Job Requirements

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

  • 4 year degree in Computer Science or related field or equivalent experience
  • 5 or more years of experience providing Advance Technical Application or Customer Support for Production Systems
  • Must demonstrate understanding of complex systems, client server systems, data structures and RDMS (SQL).
  • Minimum of 3 years of software engineering experience in C++, C#, SQL, XML / XSLT or other advanced programming language.
  • Advanced debugging / diagnostics
  • Windows .NET Technologies and Development Environment
  • Technical knowledge in the configuration and troubleshooting of Windows 2003/2008/Win7, Microsoft SQL 2005/2008 Server, and Citrix/Microsoft Terminal Server environments
  • Experience or knowledge of a wide variety of technologies preferred. (e.g. routers, firewalls, DNS, SMTP, SSH, VPN, HL7, wireless networking, Citrix, telephony, etc.).
  • Capable of using various debugging techniques and tools to efficiently resolve production issues
  • Must be able to determine root cause of environmental issues as well as software defects
  • Strong customer service, troubleshooting, technical and communication skills
  • Ability to effectively plan and organize workload
  • Must demonstrate initiative and creativity in the research and resolution of technical issues
  • Healthcare industry knowledge is a plus


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Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education 4 Year Degree
Experience At least 5 year(s)
Manages Others Not Specified
Industry Computer Software
Required Travel Not Specified
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Tier 3 Escalation Engineer


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