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Support Engineer

Austin, TX | IT/Support

Job Description

POSITION/TITLE: Support Engineer

DEPARTMENT: Support

FLSA: Exempt   

REDDWERKS SUMMARY:

Reddwerks develops and sells WMS, WCS, and CCS software for some of the largest users in the world, including four of the top ten retailers in the US, the largest distributor to convenience stores, and one of the largest parcel and logistics companies. Deploying Reddwerks v4.0 starts with our systematic, mathematical, and science-based analysis of customers’ needs, we call “Distribution Science.” Headquartered in Austin, TX, our software has been deployed in more than 60 high-volume distribution centers throughout North America.

EDUCATION/QUALIFICATIONS/KNOWLEDGE/SKILLS:

Preferred Education: Bachelor’s degree in a technical field

Minimum Experience: Academic achievements 

Qualifications:

  • One or more years in a software support role
  • Excellent problem analysis and troubleshooting
  • Advanced knowledge & experience with Microsoft Windows Server 2003 & higher
  • Advanced knowledge & experience using Linux in an Enterprise environment
  • Exposure/familiarity with Microsoft SQL Server 2000 and higher
    • Ability to perform queries against the database
  • Exposure/familiarity with MySQL
  • Ability to perform queries against the database
  • Experience using a ticketing system to track issues (preferably JIRA)
  • Usage of Tomcat
  • Various VPN technologies & networking

Preferred Qualifications:

  • Java Programming
  • Experience with scripting (Python, Perl, Batch, Shell)

Knowledge:

  • Basic understanding of client-server applications and networks
  • Basic knowledge and experience with Microsoft Windows Server, UNIX and Linux
  • Basic knowledge of MySQL & different versions of Microsoft SQL Server

Skills:

  • Troubleshooting/problem solving skills
  • High attention to detail
  • Strong written and verbal communication skills
  • Ability to prioritize and manage multiple projects at the same time in a fast-paced environment

WORK ACTIVITIES/RESPONSIBILITIES:

This is a multifaceted role requiring the skill to work with both clients and the development team on a daily basis.  Ideal candidates have a solid technical base, great client skills, are self-started, motivated and have a desire to be in support. They are also accustomed to doing whatever it takes to complete a job correctly and on time.

During the ramp up phase of the role, travel will be required in order for the support engineer to gain a working knowledge of the system, exposure to our clients and exposure to our deployment process and environment. This will include at least one to three full deployments, each ranging from one to three weeks in length.

Responsibilities:

  • Participation in rotating on-call schedule
  • Travel to customer sites periodically for support or training
  • Answer client support issues via telephone or email in a time sensitive manner
  • Troubleshoot issues that relate to software and hardware
  • Assist client’s maintenance, onsite IT professionals, and management with installation, upgrade, setup, and configuration of Reddwerks software and hardware
  • Work with Development and QA teams to identify, develop and deploy bug fixes and/or product enhancements
  • Document troubleshooting steps taken in an issue tracking system
  • Clearly communicate with clients, 3rd party vendors, co-workers, and supervisors in writing and via telephone
  • Create knowledge base articles, standard operating procedures, and tools that can be used by others to increase overall effectiveness of the support team
  • Follow through an issue from beginning to end
  • Meet deadlines as needed
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