Technical Support Specialist (NYC)

Technical Support Specialist (NYC)

 

We are currently seeking a highly motivated and customer service oriented individual to join our Solution Delivery team as Technical Support Specialist.

 

Require minimum 3 years of industry experience.

 

Location: NY greater area

 

Position summary

Our technical support team is responsible for the ongoing support and maintenance of implementations and for the continuous success of its customers using our company’s award winning solutions. As a member of the team, the specialist will provide 1^st level support for customers and assist the field organization in managing customer issues while improving and enforcing support processes to ensure our company continues to provide quality and effective support to its customers.

Duties and responsibilities

Respond to customer issues according to SLA.

Document all issues in the support call tracking system.

Answer questions about installation, operation, configuration, customization, and usage of our company’s product suite.

Assist customers by diagnosing problems and providing resolutions.

Escalate and leverage 2^nd level support to address complex issues.

Assume complete ownership of customer issue until resolved involving multiple inbound and outbound communications.

Build relationships with the customers, keep customers informed of case status, product updates and other information.

Focus on delivering a positive customer experience according to our company’s standards.

Knowledge and experience:

Minimum of 3 years experience in a support role with an enterprise application software or software platform and tools company

Knowledge of application server configuration and setup such as: Tomcat, JBoss, WebLogic, and WebSphere

Experience working in database environments – proficient in SQL and understanding databases concepts and activities, specifically Oracle.

Experience supporting both Java and .net environments & applications and protocols and standards such as J2EE, HTTP, SSL, XML, JDBC and SQL.

Platform experience with a variety of operating systems such as: Unix, Linux, & Windows

Technically savvy and familiar with general computer configuration, network administration and tools.

Experience managing software release and patch updates with customers

Software development background and/or QA is a plus

Experience working in a technical support role for any application performance management software vendor such as HP/Mercury, CA/Wily is a plus

Education and skills

Bachelor’s degree in Computer Science, Engineering or Information Systems

Strong problem solving and organization skills

Ability to work alone and initiate problem solving by motivating the right people.

Ability to work in a team environment

Ability to manage multiple items at one time with a high sense of urgency

Resilience and resourcefulness when solving complex problems

Excellent communication skills

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QA Engineer (NYC/Boston)

We are looking for technical candidates with 1-2 years of work experience for the following responsibilities:

· Building test harnesses

· Programming to APIs

· Learning all systems and languages

Requirements:

· Programming and systems experience

· Programming experience in two of the following: C++, Java, C, .net

· Scripting experience or good systems skills

· Good communication skills

· Self motivation

· Ability to work in a team environment

Bachelor’s degree in Computer Science or related discipline preferred

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Network Engineer (NJ)

POSITION SUMMARY AND RESPONSIBILITIES:

• Responsibilities include providing level 1 and level 2 support to customers concerning implementation of our company’s equipment.
• Manages simultaneous customer cases in highly demanding environment and resolves issues using company internal knowledge base, laboratory simulations, and engineering problem solving techniques.
• Determines problems and delivers known solutions by translating general directions into specific objectives, priorities, and action steps.
• Solves problems by adapting previous solutions to fit new conditions.
• Uses phone/email/webex consultation to debug network system problems of increasing levels of complexity.
• Utilizes test equipment in the lab for simulations of real problems.
• Escalates complex problems to higher Tier and resolves in a timely manner.
• Accurately and completely documents problems and solutions on case notes.

QUALIFICATIONS:

Education: BS in a Computer related field
Certifications: Cisco certifications – CCNA

Experience: Cisco experience, 2 years experience in the networking field

Special Skills:

• Excellent LAN networking & troubleshooting skills, including in-depth knowledge of TCP/IP protocols.
• In Depth Knowledge in IP Routing Protocols such as OSPF, RIP, EIGRP, etc.
• Cisco switch & router configuration, administration, troubleshooting, fault finding and diagnosis skills.
• Experience of working in a large enterprise.
• Strong client/customer facing abilities.

Preferred:

• Knowledge of Microsoft Active Directory management, Domain Controller, DFS, DNS, DHCP, Group Policy and Microsoft Servers
• Preferred – A working knowledge of Citrix.
• Knowledge of Linux Networking

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Implementation Consultant (Various Locations)

We are currently seeking a highly motivated, technical and results oriented individual to join our Solution Delivery team as Senior Consultant. This individual will provide technical solution expertise to successfully implement our company’s CoreFirst and will deliver reference able customers.

Require minimum 4 years of industry experience.

Duties and Responsibilities:

• The Consultant will be able to work on his own and team with the Project Manager to drive our company’s product deployment to successful completion
• The Consultant will help manage customer expectations during the implementation, address technical issues if possible, and escalate them if necessary.
• The Consultant is expected to promote our company’s solution internally and make recommendations for product upgrades.
• The Consultant engagement includes knowledge transfer, customer mentoring and training.

Essential Education and Experience:

• Technical BS degree or equivalent in Electrical Engineering, Computer Science, or Computer Engineering.
• Requires minimum of 4 years experience deploying solutions in an enterprise software environment.
• Client facing experience in big complex application environments such as the fortune 500 companies and the financial industries.
• Experience with the analysis, investigation and discovery process of both technical architecture and business requirements within the customer’s organization.
• Strong communication skills and soft skills.
• Creativity in problem solving
• Travel is essential (< 75%)

Specialized Knowledge – Solution Delivery experience:

• Understand complex heterogeneous IT system architectures involving software solutions from multiple vendors as well as homegrown code
• Knowledge of multi-tier web applications, application servers (Weblogic, WebSphere, Tomcat, IIS), Clustering.
• Knowledge of web servers (Apache, IIS, IPlanet)
• Databases (Oracle, DB2, Sybase) and Database administration
• Protocols and standards such as J2EE, HTTP(S), SSL, XML, JDBC, SQL, TCP/IP, SOAP, RMI.
• Scripting
• Experience in J2EE and .NET Architecture, development and configuration.
• Proven hands-on experience installing and configuring complex software products on site in Unix, Solaris and Windows server environments.
• Solid SQL knowledge and Oracle experience.
• Good understanding of software performance fundamentals; Load balancing, Load testing, Connection pooling, Virtualization, Capacity planning, Message queuing, Synchronous/asynchronous processing
• IT Consulting experience – a strong plus
• Object Oriented Programming experience, an advantage

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Product Marketing Director (NYC)

We are currently looking for a Product Marketing Director to join our Marketing and Business Development team.

This high impact, critical role will be responsible for understanding market needs, formulating new product requirements, communicating our products’ strengths internally and externally and working with sales to achieve revenue objectives.

A minimum of 10 years product marketing experience within the IT Industry is required.

Duties and Responsibilities:

• Participating in the development and implementation of our company’s strategic and tactical marketing plans with a focus on the company’s product offering (jointly with Product Management and Corporate Marketing).
• Monitoring and analyzing the competition and deliver internal and external competitive analysis; create product marketing collateral (e.g. data sheets, function benefit descriptions, ROI calculators, cases studies, reviewer’s guides) and tailor it to fit specific vertical and regional needs
• Helping to define product strategy and roadmap based on market trends, market opportunity, customer needs and competitive analysis.
• Developing product-related news and pitch stories to press and analysts; serve as product spokesperson with prospects, customers, the analyst community and the media ;
• Managing product reviews; assist channel efforts with resellers and distributors to best position and promote products.

Working with Field Marketing to:

• Train new field staff on effective positioning, and selling.
• Define and communicate pricing; supply content for events; help presales organization with the creation of demos; support for lead generation team in terms of messages, initiatives and call scripts
• Participate in sales efforts from a marketing support perspective (e.g. assist sales and support reps in handling prospect and customer questions, on-site sales presentations, support calls, RFP responses).
• Bachelor’s Degree in Marketing or equivalent experience.
• the ability to perform the functional tasks listed above
• excellent verbal and written communication skills
• excellent presentation skills
• strong proven experience with developing and successfully implementing product strategy in a startup environment and the ability to articulate and evangelize in a dynamic, competitive environment
• A solid understanding of enterprise IT management and a good technical understanding of the technology stack used by IT to deliver IT services

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Team Lead – Visual C++ (Lancaster, PA)

Position Summary

This position is for a software engineering technical lead to work as part of our company’s PC Applications Development group. The successful candidate will lead a development team in developing software development kits (SDKs) and applications targeted at the Closed-Circuit Television (CCTV) security industry.

Principal Responsibilities

· Based upon the defined software requirements and architecture, define, manage, and support software engineers’ design, implementation, and testing tasks.

· Facilitate peer reviews of design artifacts and source code.

· Define and drive software engineering method and tool improvements to improve time to market, minimize rework and create high quality software.

· Develop well-documented software applications and components according to department standards.

· Plan, design, and execute comprehensive and repeatable software unit and integration tests.

· Ensure product quality and reliability.

· Participate in project teams under the direction of a project manager.

· Participate in the development and maintenance of existing products.

Education

Required: B.S. in Computer Science or Software Engineering

Preferred: M.S. in Computer Science or Software Engineering

Required Experience

o 10+ years of professional experience designing and implementing object oriented C++ software

o 8+ years of Microsoft Visual C++ experience

o 8+ years of Object Oriented Design experience, including experience with relevant tools

o 6+ years of experience leading a team of software engineers

o 6+ years of ATL/COM experience

o 6+ years of multithreading experience

o 3+ years of automated software testing experience

Desired Experience (in order of preference)

o API development experience

o Experience with Microsoft DirectShow

o Knowledge of video streaming protocols

o Experience with .NET and C#

Special Skills

Excellent communication (both written and verbal), self-motivation, and interpersonal skills are essential. The ability to work well in a team environment is also necessary.

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Manager Software Engineering (Lancaster, PA)

Position Summary

To manage the SW application group, and actively work on the definition, design, and implementation of a Video SDK (Software Development Kit), which allows the seamless integration of video devices into CCTV application software like our company’s Video Management System.

Principal Responsibilities

· Manage the SW team – applications, testing and embedded (work plan definition, appraisals, team development, etc.)

· Contribute to the planning process, including the identification of tasks, creation of work estimates, and contribution to the creation of viable project plans.

· Preparation and alignment of SW Engineering budget

· Manage contracts, etc. with off-site development sites

· Drive and initiate activities to improve Quality and TTM of our company’s products

· Drive and maintain significant new developments in relevant technology and standards.

· Develop competences within the SW group.

· Provide strategic direction by development of design methods, tools; resulting in definition and implementation of design guidelines

· Develop SW requirements base on customer needs and technical constraints (e.g. architecture)

· Manage design, implementation and validation of SW based on a given set of requirements

· Design test harness to assist in integration testing/functional testing.

· Effectively use and report against defect tracking and change management systems.

Education

Required: Bachelor’s Degree in Engineering or a scientific discipline (e.g. Computer Science)

Preferred: Master’s Degree in Engineering or a scientific discipline

Experience

Minimum: 5 years experience in SW design/implementation, 3+ years experience as SW development lead or SW manager

Special Skills

Excellent communication (verbal and written) and interpersonal skills are essential. Requires a self-motivated individual with strong problem solving skills and the ability to work on multiple multi-site projects in parallel. Strong SW development methodology experience in object-oriented environments is required. Programming experience in C++ and knowledge in Microsoft COM technologies are mandatory.

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Account Manager (Boston)

• Five to seven years of experience.
• Must enjoy hands-on program implementation, press relations and be an available manager with a supportive style.
• All candidates must be aggressive, flexible and have a great sense of humor.

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Account Executive (Boston)

• Two to four years of experience.
• Must enjoy interacting with clients, outreach to the press and influencer communities and energetic  program implementation.

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Release Engineer and Tools Lead (NYC/Boston)

Travel Required :	0-10%
Job Type :	Full Time
Career Level :	Experienced (Non-Manager)
Education :	Bachelor’s Degree
Category :	Engineering
Job Description	This individual will be a major contributor on a tightly knit team of intermediate to senior developers. He or she will own all aspects of development infrastructure, configuration management, product build and release for our company’s industry-leading grid computing technologies. The Release Engineer and Tools Lead will be responsible for developing and maintaining development infrastructure including our Wiki, bug tracking, configuration management, software builds, version control, continuous integration environment, releases, release notes, and license delivery. This will require partnering and communicating with Development, QA, IT, Product Management, Business Operations, and other groups as we grow the organization. Specific tasks will include supporting the software development teams by building out infrastructure, designing and building tools, validating new code, debugging build and runtime problems, and maintaining a build process to support ongoing releases. The Release Engineer and Tools Lead will design and document improvements with the goal of creating a scalable, automated, agile, integration/build/smoke test/release environment. This person should be familiar with release engineering and infrastructure issues specific to a cross-platform, highly scalable environment and be able to handle such issues with flexibility and ingenuity.
Job Requirements :	Must have worked in Release Engineering for a commercial distributed-system, database, or other highly scalable application, with specific experience in grid software development a strong plus. Must have working knowledge of the entire software development cycle including designing, implementing, documenting, testing, and maintaining complex commercial applications. Must have at least 3 years building Java and C++ applications for deployment on both Linux and Windows systems. Must be familiar with SVN. Must have at least 2 years experience with build and process-automation tools such as Ant, Jam, Maven, CruiseControl, or Hudson. Experience with test automation frameworks such as JUnit and NUnit and static code analysis tools such as PMD a strong plus. Add to del.icio.us