Senior Technical Support Engineer/Lead

Wolters Kluwer Waltham , MA 02154

Posted 7 months ago

Senior Technical Support Engineer/Lead -- 19-20314

Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Wolters Kluwer combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right!

RESPONSIBILITIES:

  • Provide superior technical support to clients, allowing them to effectively use the OneSumX FS suite of software products. http://www.wolterskluwerfs.com/onesumx/home.aspx

  • Mentor new/junior Technical Support Engineers and complete special projects as an individual contributor

  • Receive first-line calls & emails, triage and resolve issues using advanced troubleshooting, customer service, and technical skills

  • Escalate to Level-3 Support, SQA, Product Management, Development, and/or Consulting as needed

  • Apply solid diagnostic and troubleshooting skills to isolate and most cases fix complex software & database related problems; must understand and execute methods of bringing issues to closure

  • Provide technical assistance on assigned customer issues, training on new and existing products and feedback to management regarding the technical skill and training needs of the Tier-1 staff.

  • Responsible for the installation, maintenance, deployment and subsequent support of environments used for Pre-Sales activities

  • Comply with all SLA requirements including reporting protocols, time of response and resolution, and internal notification

  • Take ownership of high visibility or volatile customer issues/calls where advanced technical expertise or troubleshooting skills are required to reach resolution

  • Work closely with Product and Development staff to proactively advocate client issues in regard to defects and enhancements

  • Assist with the internal/external evaluation, hiring, and training of new technical support engineers

  • Minimum of six years of Technical Support experience, minimum of two years of experience in a Team Lead or Mentor role

  • Excellent relational database management skills in MS SQL Server Skills include but not limited to in-depth knowledge of SQL scripting, jobs, maintenance plans, stored procedures, and advanced SQL troubleshooting skills

  • Proficiency with Windows operating environments, prior experience supporting cloud (Azure) based products/applications is highly desirable

  • Minimum of a Bachelor's degree from an accredited college (CompSci or related major) OR equivalent work experience

  • Excellent communication and customer service skills including empathetic and active listening and the ability to clearly and patiently articulate solutions to end-users at all levels, particularly DBAs.

  • Superior client management skills, including demonstrated ability to successfully resolve issues with senior level clients

  • Prior experience supporting financial institutions or financial software firms is a huge plus

  • Exposure to ASP.NET/C#/SQL/Azure, COM Object Programming area plus

ABOUT WOLTERS KLUWER

Wolters Kluwer reported 2017 annual revenues of 4.4billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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Senior Technical Support Engineer/Lead

Wolters Kluwer