Technical Support Engineer

Full Time January 22, 2022 Science, Technology, Engineering and Mathematics

Job Overview

Job title: Technical Support Engineer

Job description: Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. Our platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone – at any skill level – the ability to make real discoveries that lead to real outcomes and transformative changes. We are a Values-Driven organization, operating over 100 countries with 45,000 customers around the world. If you think we are interesting, please read on – we may be looking for you!

The QlikSupportTeam

As part of theSupportorganization, and our growing team, you will be in a unique position to impact the future direction the company takes.With approximately 40,000 customers worldwide you will have access to a rich user community to help inform your decisions. Our highly collaborative environment means you will be working with a diverse group of talented people continuously innovating and improving.

How you will spend your time as our next Technical Software Support Engineer

Incident Handling

Register incidents received by web, e-mail and phone in the CRM system
Classify incidents based on severity and priority
Utilize existing Knowledge Base, manuals orother reference materials to resolveincidents
Investigate and resolve incidents with noknown solution
Collaborate with other team members toassist them with resolution of incidents
Contributeand update ourKnowledge Baseand Communities

IncidentEscalation

Collaborate with Senior or Principle SupportEngineers on complex caseswhenappropriate
Replicate and log reported bugs in bugtracking system
Escalate cases to Escalation or R&DEngineers when required

Customer Care

Work shift rotation to cover evenings, public holidays and weekends
Participate in customer and Partner events
Visit customer sites if needed
Training
Attend virtual andclassroom basedtraining classes
Complete certifications for company products
Complete training for complimentary 3rd party products

To be considered for the role, you need to have the following skills and qualifications

2+ years minimum experience in a technical support role
Experience with high volume caseload
Experience with Salesforce ticketing system a plus
Experience supporting Microsoft Server andClient environments
Proficiency supporting multiple versions of Windows
Understanding of Windows security settings and utilities
Experience supporting mobile clients such as IOS, Android and Windows Mobile on both tabletsand smart phones.
Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari
Take responsibility for generating apositive customer experience
Be open and straightforward whencommunicating with customers, partners and other team members
Move quickly to resolve support issues in a timely manner
Challenge the status quo though innovative problem solving
Be a team player by working collaboratively with other team members and departments
Customer Service related certifications are a plus but not required
Bachelor’s degree in Computer Science, Computer Information Systems, Software Engineering or other related field orequivalent work experience

Preferred skills and qualifications

Programming Experience – preferably in aC++,C#or Java environment
Web server software knowledge – preferablyIIS or Apache
Experience with SQL Server or other DB systems
Understanding of Active Directory configurations
Familiarity with Citrix Virtualization Platforms
Understanding of Windows Local and Domain Group Policies
Knowledge of information frameworks such as XML, HTML or ASP.NET
Awareness of Web Services open standard protocols such as SOAP, WSDL and UDDI
Understanding of ITIL methodologies-**certificationis a plus

Our way of giving back

To our communities, to the world, and to you is a core part of the culture at Qlik.We encourage our employees to participate in our numerousinitiatives.

Location/Mobility
The roleis located to USA East Coast Remote, Raleigh, NC and Waltham, MA

Qlik is an Equal Opportunity Employer and does not discriminateon the basis ofany protected category or characteristic.We value the diversity of our workforce. If youneed assistance due to disability during the application and/or recruiting process, please contact us via theAccessibility Request Form

Qlikis not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee atQlikvia-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property ofQlik. No fee will be paid in the event the candidate is hired byQlikas a result ofthe referral or through other means.

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Location: Ottawa, ON

Job date: Sat, 22 Jan 2022 08:01:15 GMT

Job Source: Careerjet.ca