• Intl Prod Supt Staff Engineer

    Location RU-Saint Petersburg
    Job ID
    2018-3324
    Category
    SW Engineering
    Position Type
    Regular Full-Time
  • Overview

    Responsible for low-level support (in between the Technical support and Development teams) of Quest released products through end of service life (EOSL). Leads the timely analysis of potential product defects identified either through formal escalations from regional Technical Support teams or from hands-on experience. Works cross-functionally with other engineering teams and selected technology partners to carry out action plans to close defects and/or information gaps. Engages external customers directly during issue analysis or to present findings. Works with quality, services, customer support and sustaining personnel in determining cause of failures, and monitors failure trends.

    Responsibilities

    • Communicates with regional Technical Support teams, Engineering teams, technology partners, and/or customers regarding product issues and resolution of those issues.
    • Utilizes root cause analysis to drive technical issue resolution.
    • Documents resolution strategies and results accurately within issue tracking tools.
    • Assists sustaining engineering, quality and support personnel in determining cause of failures, and monitors for failure trends.
    • Drives results through the appropriate teams to prevent future occurrences.
    • Escalates engineering issues to appropriate development teams and/or technology partners in a timely manner.

    ·         Identifies and supports all opportunities to improve organizational execution, processes, and effectiveness.

    Qualifications

    • Fluent English.
    • Knowledge of basic principles of computer systems.
    • Very basic knowledge of at least one programming language/script/shell.
    • Basic knowledge of Windows.
    • Basic knowledge of operating systems, applications, processes.
    • Basic knowledge of authentication and authorization mechanisms and processes.
    • Basic knowledge of file-sharing and permissions mechanisms.
    • Basic knowledge of Active Directory.
    • Basic knowledge of Microsoft Exchange.

    2 years of experience in software product support.

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