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Technical Support Engineer

Company: Hobsons
Location: Cincinnati
Posted on: April 18, 2019

Job Description:

Our Starfish team currently has an outstanding opportunity for a Technical Support Engineer. The primary purpose of the Support Engineer will be to provide Level 2 support for the Hobsons Starfish product. The ideal candidate will possess a deep knowledge of the Starfish product suite or display the ability to quickly learn all product features. They will also be responsible for monitoring the performance and health of production systems and take immediate corrective action based on alerts.This position will be located in: Cincinnati, OH (Sharonville OH)Essential Functions/Responsibilities:

  • Must be able to proactively solve client problems that are escalated to technical support from internal client solutions support teams
  • Handling a multitude of application support-related tasks on a daily basis and prioritize them accordingly, communicating expectations to the appropriate parties
  • Interacting with multiple technical departments/teams to resolve problems
  • Perform deep analysis of client and application problems/issues and document them in a detailed format so that they are easily reproducible and resolved
  • Generate customized reports on querying client databases
  • Produce documentation for internal best practices
  • Oracle/SQL, Server/MySQL, SQL knowledge/PostgreSQL knowledge and the ability to analyze existing database tables and perform under the cover type SQL work that the product suite may currently lack
  • Programming Understanding (. Net/Java/PHP) ability to debug. Net/Java code to help uncover workarounds for core product issues.
  • Web / Application Server Administration / Monitoring (IIS / Apache / Tomcat) ability to assist in the monitoring of web and application servers for product suite and perform various low-impact administrative tasks.Minimum Qualifications:
    • Bachelor s degree, required, preferably in MIS, computer science, engineering, or related field
    • 1-4 years professional experience in supporting web-based software applications
    • Technical field expertise solving an average of 10-15 external client tickets per day for a total of 1200 client institutions
    • 1-4 years experience with SQL, HTML, DHTML, CSS, JavaScript, XML, SSH, and SFTP a plus.
    • 1-4 years experience working closely with other teams (i. e. Development, DBA, QA, Infrastructure) to liaise on client production issues and future improvements to the solution set
    • Ability to work a variety of shifts to support Global 24/7/365 staffing as well as work a rotating on-call schedule for internal support during weekend hours
    • Knowledge of product support principles, practices, techniques, and tools
    • Ability to create and edit written materials.
    • Experience with Linux servers a plus
    • Knowledge and appreciation of business concepts and requirements as applicable to higher education a plus.Hobsons recognizes the importance of taking care of our most valuable assets our employees. That s why we not only offer a comprehensive total rewards package but also continuously evaluate our offerings to meet the evolving needs of our workforce.Benefits Include(but may vary depending on global location):
      • Affordable and Competitive Medical, Dental and Vision Insurance Plans
      • 401(k) Plan with Match
      • Substantial Paid Time-Off
      • Education/Tuition Reimbursement
      • Life, AD&D, Short-term and Long-term Disability Insurance
      • Flexible Spending Accounts (FSA)
      • Voluntary Employee Programs: Legal Services, ID Theft & Credit MonitoringWork-Life Balance & Culture:
        • Company Closes December 24th through January 1st as a Paid Holiday
        • Generous Holiday Schedule with Floating Holidays
        • Premium Days for Volunteering, Personal Wellness, and/or School Conferences/Visits
        • Employee Referral Bonus Program
        • Casual Dress Environment
        • Flexible Work Arrangement Opportunities
        • Fitness Program Membership Discounts
        • Employee Funded Charity Programs
        • Adopt A Class - Local Community Involvement
        • Work Perks Discount ProgramTo view our comprehensive list of total rewards benefits, please visit www. hobsons. com/careers/why-work-here. To learn more about Hobsons visit our corporate website at http://www. hobsons. com and follow us on LinkedIn and Twitter.Ability to document identity and employment eligibility within three (3) days of original appointment as a condition of employment in compliance with the Immigration Reform and Control Act requirements.Hobsons is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, or another legally protected status.

Keywords: Hobsons, Cincinnati , Technical Support Engineer, Engineering , Cincinnati, Ohio

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