Enterprise Technical Support Sr. Advisor

Overview

Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. Quest strives to be the best of the very best in everything we do. We are fanatically customer-focused and are proud to support the most complex customers who have the highest IT demands in the world. It’s exciting, it’s rewarding, it’s hard work, and it offers career and personal growth.

 

We are currently looking for a Principal Support Engineer responsible for providing backline technical support across Quest’s erwin DM suite of products via phone, web & emails in 24x7x365 days environment. Stellar customer service and handling skills and the ability to interface, collaborate and prioritize customer issues with development and effectively communicate solutions to customers is crucial to the role.  You will also assist customers with deployment of erwin DM solutions, troubleshooting, restorations, replication, virtualization, performance, storage configuration and others. You will be working for the Technical Support Center in Quest. 

Responsibilities

-Work directly with members of Quest Support, PM, and development to resolve issues and provide FRM documentation for product enhancements

-Provide remote training across the Quest erwin DM product suite.

-Responsible for providing technical support across Quest erwin DM suite of product via phone & emails in 24x7x365 days environment.

-On a daily basis, maintain a personal queue of ongoing customer issues until resolution and interface with R&D and other Quest resources to bring escalated issues to resolution

-Document all customer case details in our CRM call tracking application

-Be pro-active in creating & publishing KB articles as part of solving issues in a customer focused Knowledge Centered --Support (KCS) environment

-Contribute new ideas and theories to assist colleagues in brainstorming sessions for support issues, even developing and attending training for self-improvement to assist and share knowledge with team

-Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers

-Act as a customer advocate and owns customer issues from beginning to resolution (handles in place)

-Have the capability of providing after-hours support and weekend support, if required

Qualifications

-Bachelor's degree in Computer Science, Information Sciences, or Electronic & Communications Engineering preferred

-10+ years of support background or relevant work experience in the technologies listed

-Extensive understanding of relational Databases, (e.g., Oracle, SQL Server)

-SQL Server

-Oracle 

-SQL Queries

-In-depth understanding of data modeling concepts, e.g.,

-Entity/Tables, Attributes/Columns

-Relationships 

-Indices and Constraints

-Subcategory - Supertype/Subtype constructs

-Data Warehousing – extensive understanding

-XML – extensive understanding

-In-depth programming knowledge

-Must be independent, self-motivated, a team player, and have a people-oriented personality

-Effective and efficient problem-solving skills

 

#LI-CJ

 

Company Description 

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now. 

We’re not the company that makes big promises. We’re the company that fulfills them. 

We’re Quest: Where Next Meets Now. 

 

Why work with us! 

-Life at Quest means collaborating with dedicated professionals with a passion for technology. 

-When we see something that could be improved, we get to work inventing the solution. 

-Our people demonstrate our winning culture through positive and meaningful relationship. 

-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential. 

-Our team members’ health and wellness is our priority as well as rewarding them for their hard work. 

 

Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or