Quest

Senior Support Engineer

Location PA-Remote
Job ID
2024-11523
Category
Support
Position Type
Regular Full-Time

Overview

Quest is an award-winning IT management software provider offering a broad array of solutions that solve some of the most challenging IT problems is looking for a dynamic Support Engineer to be part of Quest's Information & Systems Management (ISM) solutions organization.

 

This opportunity is a Panama Remote role.   *Shift is 3:00 pm – 12:00 am CT

 

As a Support Engineer, you will be responsible for providing technical support across Quest’s erwin Data Modeler suite of products via phone, chat, web & emails in 24x7x365 days environment. The goal is to provide best in class service as the first point of contact for all customers. The function is to log, analyze, and track tickets which include customer issues, customer requests, changes, enhancement requests, complaints, compliments, and general queries and ensure these are managed in accordance to policies and procedures while meeting customer service levels.  Implement knowledge management best practice in accordance with standards and procedures defined by the Support Manager.

Responsibilities

  • Act as a customer advocate - maintains and represents as a cordial Quest Support Engineer 
  • Participates in 24x7 product support for Quest’s erwin Data Modeler suite of products
  • Recreates, identifies and provides input on unique or recurring customer problems. Uses troubleshooting techniques/tools to identify product defects or enhancement and follow the guidelines 
  • Maintains a personal queue of ongoing customer issues until resolution, responds to customer technical problems/issues. Interfaces with R&D teams to bring escalated issues to resolution 
  • Documents all customer/case details/communication in Support Case tracking system per SR handling guidelines
  • Create quality knowledgebase articles from resolved issues for future use by customers and internal team members 
  • Identify software issues and submit them to development for resolution.
  • Remains knowledgeable of Quest product and Current industry products and technologies
  • Focuses on delivering a positive customer experience according to Quest Standards and Ethics

Qualifications

  • 2+ years of related professional experience
  • Windows Active Directory & Networking experience
  • Oracle database experience
  • Microsoft Azure experience
  • Business Process Modeling support experience
  • ITIL of SDI qualification
  • ISO certification
  • Familiarity and working with API use and data collection tools
  • Experience in HTML, CSS, PHP OR .Net is a plus
  • Prior Technical Customer Support experience or supporting internal system users
  • Bachelor's Degree or global equivalent in Computer Science or related discipline.

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Other qualifications:

  • You must be an independent, self-motivated, team player and have a people-oriented personality 
  • Professionalism - Act respectful to our customers, be courteous, exceed customer expectations on regular basis 
  • Timelines - Be Attentive to customers’ needs and concerns, Prompt response and service 
  • Capability to analyze complex cases and be able to provide root cause analysis on a specific case 
  • Ability to assist in the creation and maintenance of virtual labs 
  • Requires excellent interpersonal and communication skills including verbal, written, negotiation, and platform communications 
  • Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction 

 

 

Company Description

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.

We’re not the company that makes big promises. We’re the company that fulfills them.

We’re Quest: Where Next Meets Now.

 

Why work with us!

Life at Quest means collaborating with dedicated professionals with a passion for technology.

When we see something that could be improved, we get to work inventing the solution.

Our people demonstrate our winning culture through positive and meaningful relationship.

We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

 

Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

 

Come join us. For more information, visit us on the web at http://www.quest.com/careers.

 

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