Senior Technical Support Engineer with German

Job id 4761

Why Ness

We know that people are our greatest asset. Our staff’s professionalism, innovation, teamwork, and dedication to excellence have helped us become one of the world’s leading technology companies. It is these qualities that are vital to our continued success. As a Ness employee, you will be working on products and platforms for some of the most innovative software companies in the world.

You’ll gain knowledge working alongside other highly skilled professionals that will help accelerate your career progression.

You’ll also benefit from an array of advantages like access to trainings and certifications, bonuses, and aids, socializing activities and attractive compensation.

Requirements and responsibilities

What you’ll do

The Senior Technical Support Engineer is a frontline support engineer and provides advanced technical assistance to other TSEs, helping them to quickly and effectively resolve their customer issues. You will speak with customers as well, helping resolve the toughest issues. Our solutions utilize complex technologies and the associated issues require deep technical knowledge and excellent problem-solving skills to resolve. You are an expert in these technologies and products.

You exemplify providing professional business-to-business customer service, with awareness of the critical nature of these solutions to our customers who are using them. A Sr. TSE is the most expert technical resource on our team, and exemplifies using best practices in troubleshooting, communication and problem resolution. You ensure that any reported problems as well as anticipated issues in your area of expertise are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.

As a subject matter expert, you will lead internal and cross-functional collaboration efforts and drive proper engagement and resolution on the toughest issues. You will train and mentor other TSEs; their success will reflect your influence. You identify broader issues in your specialty and develop and execute plans to correct them. This may include systemic and chronic issues, process inadequacies, software design and usability problems, training needs and any other item that reduces success of co-workers and customers. You will model excellence in all facets of your work and help other TSEs to be successful by mentoring and coaching.

You will be an advisor to company leadership in creatively moving us to higher levels of achievement and success. You will handle the most critical escalations, provide backup for leadership and actively share insight and feedback on technical and operational issues.​

How will you make an impact

• Exemplify deep subject matter expertise in our core technologies, as well as at least one other technology specialty. Demonstrate solid expertise in other areas of specialty;
• Provide expert technical assistance and issue resolution advice to internal co-workers and customers via phone, online, chat, and email. You will help co-workers resolve the most difficult cases;
• Exemplify professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence among all customers and stakeholders that we are progressing properly towards resolution;
• Coach colleagues to improve their communication skills. Actively listen, ask relevant questions and challenge customers appropriately. Validate and clarify customer provided information to ensure the information is captured correctly and documented clearly, properly, and complete enough to serve as a reference during future troubleshooting efforts;
• Encourage productive debate and discussion with colleagues to more thoroughly analyze and resolve problems;
• Be influential in improving procedures and processes that improve our efficiency and effectiveness;
• Provide timely, articulate, effective and substantive updates via our incident management system, ensuring that all details of case work are captured into case notes for each incident. Ensure that these details are given to the customer in regular cadence throughout the resolution process. When assisting co-workers with issue resolution, place detailed notes in the case about the information and assistance given;
• Lead collaboration activities wi