Technical Support with Strong Java Architecture Background

Technical Customer Support Engineer

Company: Leading Compliance Software Solutions Company
Location: Downtown NYC
Type: Permanent/Full Time
Compensation: Based on salary history

Position Description
To provide technical and business services, for all Company products, to clients and partners. Work with other departments to assist with the successful completion of client projects. Offer technical assistance to other departments to progress product and services sales. Act as a customer advocate post project acceptance.

We are seeking a highly motivated self-starter to fill the role of Sr. Engineer. The successful candidate will have excellent customer handling skills, good technical, problem solving, and organizational skills, and the ability to multi-task and thrive in a diverse and fast-paced environment while processing information from different levels of the company. Excellent verbal and written communication skills are a must, as is experience in the prioritization and delegation of work. Experience in the banking / financial industry and ability to understand banking business concepts are a plus. Experience with the construction, configuration and/or use of infrastructure tools (knowledge bases, task automation, etc.) is also a plus.


Essential Responsibilities:
* Responsible for items such as:
- Delivery of appropriate solutions to issues from customers (via change requests, hot-fixes, service packs, and work-around) within agreed or contracted service levels
- Keeping interested parties informed of the progress and status of open issues
- Deal with pressured, highly complex, and often sensitive situations while maintaining commercial focus
* Respond to escalated issues from customers
* Represent the best interests of the customer internally
* Communicate potential difficulties with task completion to direct and indirect management
* Escalate to management issues and problems that require such attention
* Keep Company recording mechanisms updated in a timely and appropriate manner
* Feed back potential product and configuration issues
* Use best practice methods, and company quality standards and guidelines
* Advise and assist with:
- Definition of technical strategy
- Mentoring, advising and coaching other members of the team
- Promoting the department internally and externally and especially with external communications as competent, professional and customer focused
REQUIREMENTS
Skills and Experience:
* Bachelors degree (or related experience) in an appropriate discipline
* Excellent communication and interpersonal skills
* Advanced problem handling/solving skills
* Strong customer relationship experience and commercial awareness
* Experience with change impact/risk management
* Strong technical understanding, together with the ability to work closely and cooperatively within the engineering team and with other members of the Company
* Ability to work independently with minimal instruction and interface with the other members of the Company (technical and non-technical) for clarifications
* Ability to manage and drive issue resolution from start to finish
* Experience of software architectures and programming languages

Requirements
- 7 year+ Java
- XML
- 3-tier architecture
- Large scale enterprise systems with large database component
- Knowledge of SQL (preferably Oracle or DB2)
- Range of operating systems (preferably on Unix platforms) desirable
- Knowledge of DB Admin issues (tuning, backup, etc.)

Note:
The main use for Java for this candidate is for debugging a large middleware application. As is the nature of middleware it connects, various different systems and hides system specific differences in providing the interface. The person would debug the connectivity between these layers. J2EE is nice-to-have, not a requirement. If someone had J2EE it would demonstrate being able to do some of the above.



Other Skills / Experience
* Working within a customer-facing support team
- Working to defined processes
- Post-development life cycle, with high availability enterprise scale systems
-Change control / management