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Sr. Product Support Engineer

Sr. Product Support Engineer

Job ID 
US-CA-Aliso Viejo
SW Engineering
Position Type 
Regular Full-Time

More information about this job


Leads the timely analysis and resolution of potential product defects identified either through formal escalations from regional Technical Support teams or from hands-on experience.
Responsible for analyzing, debugging, modifying software application, testing and delivering fixes in order to resolve cases. Engages external customers directly during issue analysis or to present findings.


  • Reproduce and investigate the root causes of unexpected application behavior reported by customers and partners.
  • Quickly and accurately assess the impact of an escalated issue and prioritize accordingly.
  • Analyzing root cause. Providing a fix, script or a bypass.
  • A customer facing role with the expectation of joining WebEx’s customer calls when required.
  • Collaborate with and coordinate multiple development teams to resolve defects in the system and drive features/alerts to avoid repeats of these incidents.
  • Respond to Customer Support for issues and provide updates to management for all major incidents.
  • Deliver resolutions in a timely manner amidst multiple ongoing investigations and escalations.
  • Work with large data set using SQL, Java log files, and groovy scripts.
  • Conduct postmortem for prevention and faster detection of issues.
  • Acts as a recognized subject matter expert for a given product or set of products to Customer Support and Sales Support teams.
  • Takes the lead for learning new functionality and/or features in releases with the responsibility of transferring this knowledge to the support team through wiki creation and training.
  • Provides technical assistance outside of ‘standard working hours’ to the support team and/or the duty engineers (on-call support engineers), or managers to assist with Level 1 product issues.


  • 2+ years of experience in software development.
  • 2+ years of experience in software testing preferred.
  • Strong communication skills, oral and written.
  • Strong methodical/analytical/troubleshooting skills required.
  • Excellent organization, time management, process adherence skills.
  • Experience with enterprise-level applications.
  • Advanced technical skills with experience with at least two of the following database platforms;  Oracle, DB2, SQL Server, or Sybase. Knowledge of Microsoft Windows and Linux server environments.  
  • Ability to diagnose issues using log files. Experience with Java or Groovy a plus.
  • Technical experience with Monitoring products an asset.


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