• Job Description

  Req#: 3413

  The Senior Technical Support Engineer analyzes and evaluates technical problems and/or functionality questions within the software based on the application, data source or integration with external applications to determine the best course of action in resolving problems and/or inquiries as they arise. As the Senior Technical Support Engineer, you will develop and maintain product knowledge relevant to product offerings, current support policies and methods of support delivery in order to quickly provide technically accurate and complete resolutions. You will also provide support and training to more junior members of the team.

  Please be aware the hours for this position are 1pm - 9pm.

  Qualifications

  Industry Specific

  • A degree/ post graduate qualification in relevant field or demonstrable experience
  • Commercial experience working within a technical support environment

  Environment

  • Able to work effectively within a fast-paced, changing, revenue focused environment
  • Is self-sufficient and asks for help or escalates as necessary
  • Flexible approach, able to operate effectively with uncertainty and change
  • Working as part of the out of hours team support

  Product / Technical

  • Understanding of customer engagement software and applications
  • Basic understanding of Unix and MS Windows platforms.
  • Knowledge of Web Application Servers i.e. Tomcat, WebSphere or Web Logic.
  • Experience of installing and configuring applications in Virtualized Server environments

  Professional / Task

  • Experience with operating systems, desktop domains (active directory) and Windows security
  • Ability to interpret schemas and/or author queries and stored procedures
  • Able to work independently under general direction towards predetermined longer-term goals
  • Ability to work as part of a matrixed team, building supportive and collaborative relationships with colleagues in order to meet Verint’s objectives
  • Able to deliver internal training on their area of expertise to other members of the team, as necessary
  • Experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience

  Personal

  • Ability to follow process but to remain flexible in achieving project objectives
  • Curious, interested in new products and technologies
  • Engages quickly, remains highly engaged regardless of frustrations and obstacles
  • Motivated, eager to learn and demonstrate value, able to learn independently, researches via multiple sources and finds information as needed
  • Patient, shows empathy for stakeholders who take longer to understand, happy to re-explain as required
  • Responds rather than reacts
  • Demonstrable examples of good work ethic
  • Able to pass a background check subject to local laws and legislation

  Specific Qualifications & Accreditations

  Desirable:

  • A degree or equivalent qualification in a relevant technical field.
  • Relevant industry certifications/qualifications
  • Experience of supporting external customers

  Responsibilities

  Core Tasks

  • Assist customers with assigned technical support issues that are reported via telephone, web and email.
  • Provide accurate analysis, troubleshooting and testing of technical issues.
  • Ensure the highest level of communication with the customer to meet Verint’s contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, complete, and timely solutions in a professional manner while demonstrating the highest level of customer service.
  • Serve as the primary support contact for key accounts and/or escalated accounts that have support ticket issues that need to be resolved.
  • Conduct periodic sessions to guide a customer in a consultative manner on product usage specific to their business needs.
  • Act as a SME for new Verint products.
  • Provide accurate analysis, troubleshooting and testing of technical issues
  • Proactively identifies opportunities and strives to close gaps where accountability is unclear
  • Owns a support case and ensures it is completed through the lifecycle, even when the ticket is being addressed by others in the organization, following up with internal stakeholders as appropriate
  • Meet or exceed customer satisfaction objectives.

  Management and Leadership

  • Exhibits strong and proactive communication in well-organized ideas, information, and data to broad and diverse audiences internally and externally
  • Creates excitement and instills confidence in others
  • Models active listening with emphasis on the importance of understanding and learning from others' points of view or new information prior to taking action
  • Successfully mentor a colleague resulting in increased effectiveness of the individual

  Documentation/ Governance

  • Author/co-author technical knowledge base articles in their area of expertise for use by the Support team.
  • Take information, documents it and disseminates it to other team members
  • Write or reviews release notes for new or updated products
  • Create technical training content

  Stakeholders

  • Facilitate resolutions with Verint’s customer contacts and with other members of the Verint organization (sales, services, product house, etc.) as necessary in the course of problem resolution, in addition to being a resource to those departments and escalated support members.
  • Works on customer issues, understands and proactively diagnoses the customer issues, asks succinct probing questions, effectively articulates the issue to the customer and escalates complex problems to the next level on rare occasion
  • Gathers specific/detailed customer information to solve highly complex technical-related customer problems, conducts additional research to identify patterns and the root causes of the issue and develops a plan of action to resolve the issue
  • Proactively serves as the customer advocate
  • Communicates resolutions in their entirety to customers and internal stakeholders
  • Sets appropriate expectations with the customer in regards to next steps in the issue resolution process
  • Effectively able to manage critical customer situations without management engagement

  Knowledge and Expertise

  • Deliver internal training on their area of expertise to other members of the team, as necessary.
  • Develop and maintain product knowledge relevant to product offerings, current support policies, and methods of support delivery, in order to quickly provide technically accurate and complete resolutions.
  • Demonstrate an in-depth knowledge of multiple Verint products. Example: Recording and DPS or WEM and QM.
  • Develops and applies deep and broad product and technical expertise to new customer issues or scenarios, with a focus on how products work and integrate; incorporates new product and technical knowledge
  • Become an expert on more than one product
  • Exhibits knowledge and understanding of the customer's business requirements

  Planning

  • Assist with the successful development and presentation of meaningful training materials for the appropriate level of role (ex. lunch and learns) (at least 1 annually)Serves as a role model for product expertise and technical excellence within the group
  • Identifies new and potential product and/or services solutions that address the customers' future business needs

• About the company

  Verint Systems is a Melville, New York-based analytics company which was founded in 2002.

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