As the leading independent provider of integration software,
Software AG delivers with its webMethods product suite, the
industry's most comprehensive platform for enterprise-wide
integration. The webMethods integration platform allows customers
to achieve quantifiable ROI by linking business processes,
enterprise and legacy applications, databases, web services and
workflows both within and across enterprises.
We are currently seeking a Support Consultant to be responsible
for delivering quality software support to webMethods
developers/customers and partners, in accordance with
departmental goals and objectives for quality, response and
resolution times, and customer satisfaction.This role will work
with engineering counterparts in Research & Development as an
advocate of the customer's interests.
This role may require some travel across EMEA for training, to
other support locations and occasionally to customer sites to
resolve problem cases, but this should not exceed 5%.
The job
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Handling calls for technical support on all of webMethods
product.
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Providing pre-sale support assistance. Includes setting up
equipment in order to duplicate customer problems; entering
and keeping current the data in the support database
regarding customer cases; be willing to staff out of business
hour shifts on a rotating schedule.
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Exploring and handling Software analysis, investigation,
problem reproduction and resolution of Service Requests (SRs)
submitted by webMethods developers/customers and partners.
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Analyzing stack traces, core dumps, debugging complex JVM
memory issues, troubleshooting network and database related
issues.
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Occasionally perusing product source code to understand and
troubleshoot product defects.
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Regularly communicating issue status to SR contacts.
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Creating and maintaining product defect (Trax) tickets with
Research & Development on behalf of customer issues.
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Dealing with periodic SR summaries and participating in
conference calls for customers with high-priority issues.
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Assisting other engineers, based on technical ability, on
their SRs.
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Reviewing internal e-mail aliases and providing answers to
questions asked by engineering colleagues.
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Attending regular scheduled training events and
'transfer-of-information' sessions with Research &
Development.
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Attending and participating in/at regular departmental
meetings.
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Participating in webMethods all-team calls, surveys,
interviews, and other internal responsibilities.
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Writing and/or reviewing technical articles, samples and FAQs
for customer extranet website.
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Conducting personal research, learning, and experimentation
in order to improve technical skills on the webMethods
product line and related technologies.
We ask
The person:
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Good communication skills, especially verbal. Must be able to
work with customers over the phone and via email.
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Must have good command of the English language. Other
European languages are advantageous, in particular French and
German.
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Ability to work independently and manage their time
effectively.
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A willingness and passion to learn new skills and technology.
Experience:
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Excellent technical troubleshooting and problem-solving
skills.
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Good programming skills in Java or other OO languages (like C
or C++). Working knowledge of both UNIX and Wintel
environments with current usage in both.
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Experience in a complex client/server environment.
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2-5 years' experience with relevant technology, including:
Enterprise application integration (EAI), Distributed
computing, and Relational databases (Oracle, SQLServer, DB2).
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Experience with utilities like packet sniffers, analyzing
stack traces and core dumps, IDEs desirable.
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HTML, XML, Internet and electronic commerce technology.
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Expertise with Windows NT/2000/XP, Unix (Solaris, HP-UX, or
AIX) and Linux operating system fundamentals.
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Familiarity with one or more major corporate enterprise
software suites and standards (e.g. SAP, Peoplesoft,
MQSeries, WebSphere, RosettaNet).
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Bachelor's degree in Computer Science (Master's preferred).
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A BS/BA degree; alternatively three additional years of
experience in the above areas.
We offer
2900,- to 3400,- gross per month, additional bonuses and an
excellent package of employee benefits such as Pension and health
care scheme, Phone & internet cost coverage etc. etc. We
offer a full-time, permanent contract. Location: Amsterdam,
Holland.
Interested?
Please register
here, and mention Job reference number 00035 in the "I would
like more information about"- field. Or send your CV to
info@careersinholland.com
Need more info?
Please contact us.