Associate Engineering Support Advisor

ables:**

Your deliverables as a member of the FusionCapital Summit Customer Support (Bucharest) team include (but are not limited to) the following:

• Respond to various customer requests of low/ medium/ high complexity, being able to understand the reported issue.

• Reproduce issues on the local environments, searching for potential workarounds to minimize client downtimes with the assistance of senior colleagues when necessary

• Perform technical investigation with root cause investigation of the issue reported, providing adequate solutions where feasible and/or analysis to the R&D teams.

• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client's satisfaction and product quality.

• Track issues sent to other departments and ensure a resolution to the client's satisfaction is attained

• Participate in client (phone) meetings, WebEx sessions, to ensure proper communication with the customers and/or to speed up the investigation of the issue reported

• Follow up on major crises and ensure the team can get clients on track, taking the lead to resolve problems when required. When necessary, travel onsite on client missions to drive case resolution or complete issue analysis.

• Validate defects thoroughly by ensuring that the described scenarios are fixed.

• Build and provide simple scripts with the assistance of senior colleagues when necessary. Follows Best practices for case management and encourages others to do the same - can propose changes in the policies and rules applied within Customer Support.

• Raise/ escalate issues with the Team Manager and/ or Manager where/ when needed.

Required Experience:

• University degree in Computer Science, Mathematics, Business IT or related
• Good knowledge of C++ including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
• Basic knowledge of either SQL/Java and C#/C
• Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
• Very good English knowledge
• Analytical abilities
• Attention to details, stability, responsibility as well as customer focus
• Ability to work independently as well as part of a customer facing team