Technical Software Support Engineer

Qlik Raleigh , NC 27611

Posted 2 days ago

What makes us Qlik

We're motivated to help people make discoveries in data, share insights, make decisions and act with confidence. Making a difference, both in small and large ways, is our passion.

At the heart of Qlik is our Swedish soul, which guides everything from our culture and product design approach to our corporate social responsibility program. It's what drives us to create a culture of innovation.

We believe data can change the world. And we believe people can, too

The Qlik Team

As part of the organization, and our growing team, you will be in a unique position to impact the future direction the company takes. With approximately 40,000 customers worldwide you will have access to a rich user community to help inform your decisions. Our highly collaborative environment means you will be working with a diverse group of talented people continuously innovating and improving.

How you will spend your time as our next Technical Software Support Engineer

Incident Handling

  • Register incidents received by web, e-mail and phone in the CRM system

  • Classify incidents based on severity and priority

  • Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents

  • Investigate and resolve incidents with no known solution

  • Collaborate with other team members to assist them with resolution of incidents

  • Contribute to the Knowledge Base

Incident Escalation

  • Collaborate with Senior or Principle Support Engineers on complex cases when appropriate

  • Replicate and log reported bugs in bug tracking system

  • Escalate cases to Escalation or R&D Engineers when required

Customer Care

  • Work shift rotation to cover evenings, public holidays and weekends

  • Participate in customer and Partner events

  • Visit customer sites if needed

Training

  • Attend virtual and classroom based training classes

  • Complete certifications for company products

  • Complete training for complimentary 3rd party products

You will be successful if you have

  • Experience supporting Microsoft Server and Client environments

  • Proficiency supporting multiple versions of Windows

  • Understanding of Windows security settings and utilities

  • Experience supporting mobile clients such as IOS, Android and Windows Mobile on both tablets and smart phones.

  • Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari

  • Take responsibility for generating a positive customer experience

  • Be open and straightforward when communicating with customers, partners and other team members

  • Move quickly to resolve support issues in a timely manner

  • Challenge the status quo though innovative problem solving

  • Be a team player by working collaboratively with other team members and departments

  • Customer Service related certifications are a plus but not required

  • Bachelor's degree in Computer Science, Computer Information Systems, Software Engineering or other related field or equivalent work experience

  • Linux Experience

You will thrive if you have

  • Programing Experience preferably in a C++, C# or Java environment

  • Web server software knowledge preferably IIS or Apache

  • Experience with SQL Server or other DB systems

  • Understanding of Active Directory configurations

  • Familiarity with Citrix Virtualization Platforms

  • Understanding of Windows Local and Domain Group Policies

  • Knowledge of information frameworks such as XML, HTML or ASP.NET

  • Awareness of Web Services open standard protocols such as SOAP, WSDL and UDDI

  • Understanding of ITIL methodologies certification is a plus

  • SaaS Experience

  • The shift for this role is 4 days a week, 9am - 8pm EST*

Our way of giving back

To our communities, to the world, and to you is a core part of the culture at Qlik. We encourage our employees to participate in our numerous Corporate Responsibility Program initiatives.

Location/Mobility

The role is located in Raleigh, NC. If you think this position is interesting, you are welcome with your complete application in English. Apply as soon as possible as we are working continuously with the applications for this assignment.

As part of its commitment to Equal Employment Opportunity, the Company seeks to comply with all applicable provisions of the Americans with Disabilities Act (ADA). If you need an accommodation due a disability, please contact humanresources@qlikview.com

Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.

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Technical Software Support Engineer

Qlik