Customer Support Engineer

Maynard, MA, United States

Job Description Job Description Position Title

Customer Support Engineer – Weekend Support

Home Department

Position Title

Customer Support Engineer – Weekend Support

Home Department

TransPerfect Legal Solutions

Supervisor

Director, Customer Support

Business Unit

Digital Reef

Supervising

N/Z

Location

Maynard, MA

1.0 OVERVIEW

Digital Reef is a small, fast paced and growing division of TransPerfect Legal Solutions developing cutting edge information products on top of a highly scalable big-data platform. Our industry leading product enables our customers to process large volumes of unstructured electronic data quickly. This exciting opportunity will allow you to work with many advanced technologies while providing solutions to challenging problems working with big data and analytics.

2.0 DESCRIPTION

We’re looking for a passionate Customer Support Engineer to provide Saturday and Sunday (9am ET – 10pm ET) and 2 days a week (9AM – 6pm ET) technical support on all Digital Reef Products. This individual will spend a majority of their time assisting Digital Reef users (TLS ESI, PMs and external clients) characterizing, diagnosing and resolving technical issues. This position also requires interaction with internal Digital Reef personnel in an effort to quickly resolve technical product issues. This job will include working and gaining expertise in the following areas: IP Protocol (HTTP/HTTPS), VMware, Cloud Computing, Big Data, Linux OS, PostgreSQL Database, Digital Reef Proprietary Software and Grid Technology.

Specific assignments may include the following:

§ Maintain call-tracking database with required information as customer calls are handled. This includes updating case information in the database on a daily basis.

§ Provide technical support to remote customer sites via telephone, WebEx, IP and/or VPN access.

§ Troubleshoot remote customer systems to quickly resolve issues and minimize any equipment downtime or failure conditions.

§ Utilize the technical service lab in an effort to recreate and resolve customer issues. This includes the writing of detailed bug reports within Digital Reef’s Engineering Database.

§ Verify and test new software per specific customer requirements.

§ Create documentation and action plans for system upgrades and troubleshooting projects.

§ Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to educate colleagues and/or customers via documentation (FAQs, etc...).

§ Work closely with Digital Reef Sales, Engineering and Management personnel.

§ Provide after-hours (24x7) technical support on a rotational schedule.

§ Participate in status meetings and reviews as required.

3.0 REQUIRED SKILLS

§ Ability to diagnose and troubleshoot technical issues in software and systems

§ Excellent problem-solving and communication skills

§ Ability to provide step-by-step technical help, both written and verbal

§ Knowledge of relational databases and SQL a plus

§ Knowledge of Lucene-based search engines a plus

§ Strong analytical, problem solving and organizational skills

§ Communicating complex concepts in clear concise ways

§ Sense of urgency - innate desire to update, solve and close help desk tickets

4.0 REQUIRED EXPERIENCE AND QUALIFICATIONS

§ Bachelor’s Degree in Engineering/Computer Science and/or equivalent experience.

§ 1-3 years of experience in the computer/networking industry preferable.

§ Basic knowledge of UNIX/Linux (Redhat, CentOS, FreeBSD, etc…) Operating Systems.

§ Good understanding of the IP protocol including ARP, ICMP, NFS, CIFS, HTTP and SSL.

§ Strong analytical, problem solving and organizational skills.

§ Strong written and verbal communication skills.

5.0 DESIRED SKILLS AND EXPERIENCE

· Experience providing real-time customer service in a production environment

6.0 REVISION HISTORY

Current version supersedes all previous versions listed

0

Peter Livingstone

President, Digital Reef

Initial version.

Company Description For over 25 years, TransPerfect is a technology leader driving innovation and delivering software products that have transformed the translation industry. TransPerfect has provided comprehensive language and technology solutions to help our clients communicate and conduct business more effectively in a global marketplace. Equipped with a quality management system certified to both the ISO 9001:2008 and EN 15038:2006 standards, TransPerfect provides a full array of language and business support services, including translation, interpretation, multicultural marketing, website globalization, subtitling, voiceovers, staffing services, multicultural marketing, training and learning, and legal support services. TransPerfect also offers a suite of cutting edge technologies that significantly reduce costs and improve consistency throughout the translation process, making TransPerfect the vendor of choice for the world's leading multinationals.

With more than 5,000 full-time employees, TransPerfect is the largest privately held language services provider in the world. And with more than 100 client service locations on 6 continents, TransPerfect offers 24/7/365 client service and production capabilities. We attribute our growth to the skill, aptitude, and commitment of our high caliber employees. Put simply, we hire the most talented candidates and give them the guidance, resources, and opportunities they need to grow their careers in a thriving industry.

TransPerfect offers a comprehensive benefits package including: medical, dental, vision, 401k, paid time-off, company sponsored life insurance, short term and long term disability, flexible spending account options, and a pro-active and accessible HR department that focuses on the staff's health and happiness.

TransPerfect is an equal opportunity employer.

For more information on TransPerfect Family of Companies, please visit our website at www.transperfect.com Company Description For over 25 years, TransPerfect is a technology leader driving innovation and delivering software products that have transformed the translation industry. TransPerfect has provided comprehensive language and technology solutions to help our clients communicate and conduct business more effectively in a global marketplace. Equipped with a quality management system certified to both the ISO 9001:2008 and EN 15038:2006 standards, TransPerfect provides a full array of language and business support services, including translation, interpretation, multicultural marketing, website globalization, subtitling, voiceovers, staffing services, multicultural marketing, training and learning, and legal support services. TransPerfect also offers a suite of cutting edge technologies that significantly reduce costs and improve consistency throughout the translation process, making TransPerfect the vendor of choice for the world's leading multinationals.\r\rWith more than 5,000 full-time employees, TransPerfect is the largest privately held language services provider in the world. And with more than 100 client service locations on 6 continents, TransPerfect offers 24/7/365 client service and production capabilities. We attribute our growth to the skill, aptitude, and commitment of our high caliber employees. Put simply, we hire the most talented candidates and give them the guidance, resources, and opportunities they need to grow their careers in a thriving industry.\r\rTransPerfect offers a comprehensive benefits package including: medical, dental, vision, 401k, paid time-off, company sponsored life insurance, short term and long term disability, flexible spending account options, and a pro-active and accessible HR department that focuses on the staff's health and happiness.\r\rTransPerfect is an equal opportunity employer.\r\rFor more information on TransPerfect Family of Companies, please visit our website at www.transperfect.com

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