Lead Technical Support Engineer
15211 Laguna Canyon Road, Irvine, CA
The Lead Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition this position is responsible for managing complex customer issues while managing a small group of Technical Support engineers.
Provide technical guidance to less experienced Technical Support Engineers.
Implement issue handling processes, procedures and best practices, resulting in a responsive, customer service oriented organization to contribute to swift problem resolution, and to improve case closure times.
Works toward objectives established by upper levels of management.
Responds to customer service inquiries regarding company products, features and/or services.
Elevates Critical On Demand requests for Development resources to senior management or Escalation Manager.
Provides multiple levels of escalated support based on the complexity of the technical issue.
Contribute to Technical Support KnowledgeBase.
Mentor staff to support the business, including current & new product releases and staff development.
Communicate effectively on complex technical issues to a broad range of customers and departments within Kofax. Examples of these departments are Product Development, Product Management, Sales and Quality Assurance.
While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs & requirements of the business.
Must be highly skilled with Windows Server 2012 & Operating Systems
Experience with MS SQL Server 2012 & 2016; ability to formulate SQL queries to support troubleshooting efforts
Configuration of .NET and IIS 7.0 and above and Web Services
Experience with imaging processing systems (such as Kofax Capture, Kofax Transformation Modules, Captiva or OnBase on an enterprise level)
Familiarity with network troubleshooting skills in an enterprise environment.
Experience with network software diagnostic tools such as Wireshark and/or Fiddler
Experience with Windows diagnostic tools, such as Process Monitor and Event Viewer
Ability to multi-task and respond to multiple channels of communication
Strong customer service skills are a must
Previous experience providing Technical Support for an Enterprise level application
A bachelor's degree in computer science, computer information systems or related experience.
A minimum of 7-10 years providing enterprise level technical support experience.
Ability to technically manage a small group of highly skilled technical support engineers.
Result-oriented with strong problem-solving skills.
Strong written and verbal skills in the language of support for this position.
Aid in the recruitment process for technical support engineers.
Must have exceptional organizational, time management, analytical and multi-tasking skills.
Kofax, Inc. is an Equal Opportunity Employer, M/F/D/V