Job Description

We are Loftware – a global leader in Labelling solutions. We’re a fast-growing tech company and we employ more than 500 experts worldwide.
“At Loftware, we enjoy an environment where our people can thrive individually and as part of a team. We look for highly motivated people who want to make a difference, a difference for themselves, their colleagues, and our vast customer base. Everyone’s contributions matter and are highly visible. We realize that we need to invest in our people and allow for individual growth and career advancement. We train our people, provide them with challenging opportunities and collaborate across teams to ensure success.” Robert O’Connor, CEO and President
Role Description: The primary responsibility of a Technical Support Escalation Engineer is to ensure that Loftware customers receive the highest level of technical support possible and assist in resolving complex incidents. The Technical Support Escalation Engineer provides advanced solutions to customers’ issues in a timely, professional, customer-friendly manner via telephone, email, and other remote media to ensure optimal response time and performance. Technical Support Escalation Engineers act as in-house advocates for Loftware customers by providing a positive, unified and technically invaluable voice of Loftware to the customers The Technical Support Escalation Engineer is the highest technical level position in the department. This position is expected to have the ability to resolve the department’s most complex technical incidents and work in coordination with external departments (Professional Services, QA, Development, etc). The Technical Support Escalation Engineer creates and reviews technical material and coordinates multi-department escalations as needed. This position provides technical guidance, thought leadership and support to the other Technical Support Escalation Engineers at Loftware with the goal of improving TTR and reducing escalations to Development.
Position reports to: Manager, Technical Support Position requires you to manage other employees: no
Responsibilities: System/Application/Support:

• Understand customers’ technical architecture and configuration.
• Understand customers’ technical architecture and configuration post-installation or upgrade modifications.
• Troubleshoot complex solutions and in-depth configurations.
• Effectively manage incident backlog; proactively informs customers and management of status.

Operational:

• Document in-depth configurations and issue resolutions.
• Develop advanced action plans to address the department’s most complex issues for Loftware’s customer base.
• Proficient in handling complex incidents within the department and coordinate outside of the department without being instructed.
• Lead coordinated efforts outside of the department efficiently through resolution.
• Perform Loftware product ‘code review’ and ‘code debug testing.’
• Review of Loftware and related products in relation to customer-specific incidents, implementations and new product testing.
• Author professional documentation including knowledge base articles, defect issues, and incident cases.
• Suggest and document new and existing release functionality.
• Coordinate training criteria and program objectives to transfer knowledge to the internal Loftware teams.
• Ability to successfully complete advanced Professional Services projects and tasks.
• Instill trustworthy relationships between clients, partners and Loftware.
• Assess client’s needs and creatively provide value-add solutions that address those needs.
• Work in conjunction with Sales and Product teams to identify, educate and develop long-term strategic relationships with clients and partners.

Required Qualifications:

• Bachelor’s degree in Computer Engineering or equivalent.
• 3-5 years in the enterprise management industries solution development in a software or ASP environment.
• Basic knowledge of Java, C++, XML, JavaScript, .NET, J2EE.
• Basic experience with database administration in Oracle and/or SQL Server, T-SQL, PL-SQL.
• Knowledge of information security issues and tools.
• Familiarity with application administration in one or more of the following environments (SAP, Oracle e-Business Suite, Seibel, J.D. Edwards, PeopleSoft).
• Knowledge of ERP, CRM, WMS or MES systems.
• Knowledge of system and network management issues and tools.
• Working knowledge of: LDAPs, Operating Systems, Databases, Networks, Webservers, Application servers.
• Knowledge of Web Services, Service Oriented Architecture, Web Based UI’s.

Soft Skills:

• Tenacious and entrepreneurial in nature.
• Development and interpretation of technical requirements and solutions.
• Applying expertise and technology.
• Self-learner/ability to learn through self-study.
• Excellent written and verbal communication skills.
• Ability to plan, formulate and execute a plan of action.
• Meet or exceed personal work goals and objectives.
• Participate in the achievement of Company goals and objectives.

What it's like to work for us? We’re a team. We believe in using the power of the team. The fastest path to creating value for our customers is all of us working together, sharing ideas and brainstorming to find the best solutions. Our goal is to create an environment where every individual employee can make an impact. We’re curious. We nurture a culture of constant learning and innovation. We believe curiosity is a good thing, in all aspects of the business. We’re diverse. We value the contribution of a wide range of people, from different countries and backgrounds. We believe their differences make our business stronger. We’re inclusive. Everybody in our team has equal access to opportunities. We foster open communication and information sharing as well as shared accountability and responsibility. We’re virtual. Our employees work in virtual teams spanning borders and time zones. We use the latest technology every day, to communicate, collaborate and coordinate.