Job Posting: Support Escalation Engineer

INITIATE SYSTEMS – Support Escalation Engineer
Austin, TX
The Escalations Engineer handles solving difficult and complex customer problems by applying technical knowledge and problem solving skills. Interacts with other teams and departments to provide support related guidance with the development of Initiate Systems products. Develops processes to provide a higher level of efficiency within the organization. Mentors Tier 1 Customer Support Team. This person will also be responsible for providing support for Initiate developed custom components - including writing code fixes and implementing processes to support such efforts.

Responsibilities:
• Solving difficult and complex customer problems
• Mentoring tier 1 support engineers
• Debugging & instrumenting code to solve issues
• Assisting with the creation and maintenance of support related utilities and tools
• Interacting with Development and Product Management to provide Support related guidance with the development of Initiate products
• Developing processes to provide a higher level of efficiency within the organization
• Serving as a mentor and “go to” person for the Tier One Customer Support team.

Qualifications:
• Bachelors Degree in Engineering, Computer Information Systems or related discipline
• 5-7 Years experience in Support Operations
• Have software troubleshooting skills and understands network connectivity concepts and database technologies.
• Have experience in reading code (C++ & Java) and utilizing this to understand product behavior.
• Have the ability to do code level (C++ & Java) debugging to help solve customer problems.
• Understand relational database concepts and have hands-on
• SQL skills and experience with: SQL Server, Oracle, DB2, or Informix
• Have excellent verbal and written communicators: can communicate complex concepts in simple terms
• Can manage complex customer situations and serve as a lead role in resolving the issues.
• Are self-starters capable of multi-tasking, working independently and able to adapt to change
• Can use experience to help provide product direction for a highly supportable product.
• Travel up to 10%

Initiate Systems is an Affirmative Action / EOE Employer

To apply to this position, we invite you to visit the career section on www.initiate.com