DART Enterprise Support Engineer

Support Engineer

This is a complex enterprise software support position that demands a broad range of tech skills, business acumen and problem solving skills. DART Enterprise Support Engineers work with large clients for whom DART Enterprise is a mission critical, revenue impacting application. We advise them on a range of complex business and technical issues -- and are partners in their success. While product support is the team's main role, our sphere of influence and responsibility extends into the Engineering, QA, Consulting, Documentation and Product Management teams. DART Enterprise Support is the main hub for the product -- all information flows through Support. This position is a great opportunity to exercise your creative and analytical thinking skills in a job that is both challenging and rewarding.

Team and team culture:Average of 5 years on team.
Techies with varied and deep skills, and a reputation for excellence.
Continuous self-improvement and learningCollaborative atmosphere.
Work closely with Engineering/QA, Product Management, Consulting. Strong relationships with those teams.
Source code access.
Control over tools and QA boxes.

Ideal candidate:Software consultant who is tired of traveling but wants continued immersion in enterprise software. Recent CS grad looking for opportunity to learn a broad range of tech and business skills.
Ability to multi-task. Self motivated learner. Enjoy problem solving.
Strong written and oral communication skills are essential. This is a customer facing position so a commitment to providing exceptional service is a must. You should enjoy working with customers, and have ability to work effectively with both business and technical people.

NOTE: There are opportunities for doing development work but this is NOT strictly a development position. If your main interest is development, this position is probably not the best fit.

Why should you apply for this job?The technology that drives DART Enterprise is cool. Platforms and technologies we work with on a daily basis include: Operating systems: Linux, Solaris, Windows; Databases: SQL Server, Oracle; Webservers: Apache, SunONE, IIS; not to mention Java, Perl, C, XML, SQL, TCP/IP, JavaScript, HTML/DHTML, and Flash.
The DART Enterprise product is mature -- the first release was in 1996, and DoubleClick continues to actively develop new features and evolve the product.
Fantastic technical learning opportunities: web development, system administration, custom report writing, developing custom extensions to DART Enterprise, QA, documentation writing, input into product development decisions, consulting engagements, training, etc. You will not be bored.

Basic Function: This is skilled technical position responsible for providing quality and responsive post implementation technical, strategic and operational support to DoubleClick's enterprise software customers and internal stakeholders.

Key AccountabilitiesProvide professional and prompt communication of analysis and resolution of customer issues at the highest level of customer satisfaction.
Be accountable for assigned customer cases through the case tracking mechanism.
Perform weekend and after-hours support coverage, including P1 pager duty on a regularly scheduled rotation.
Manage projects in concert with other DoubleClick individuals to develop processes that contribute towards work place and team improvements.
Work closely with Account Management on achieving a high percentage of client retention.
Work closely with Professional Services on delivering highly professional solutions.
Contribute actively towards knowledge based articles for both internal and external consumption.
Participate in the development and training of other DoubleClick individuals.
Continuously seek to improve knowledge in areas relevant to DoubleClick technology and the industry's best practices.
Work closely with Professional Services, Product Management and Engineering to identify customer requirements, product releases and new enhancements.

Knowledge and Skill RequirementsBS in Computer Science, or similar technical / computer related accreditations.
Demonstrates clear and concise written and verbal communications with all stakeholders.
Must display good knowledge in handling customer issues, demonstrate problem ownership and is fully committed to total customer satisfaction.
Individuals should possess good analytical and problem solving abilities and be a strong team player. Must have strong experience in Internet technologies such as HTML, DHTML, XML, JavaScript and Flash. Individuals should be competent with TCP/IP, SQL, databases (Oracle /Microsoft SQL Server), operating systems (Unix, Linux, and Windows Server), webservers (Apache, Sun ONE, IIS), and should have experience with two or more of the following programming languages (C, C++, Java, and Perl).
Previous experience in customer support (software) or industry certification is a plus.
REQUIREMENTS
See Above