Worldwide Support group is responsible for the ongoing technical state of all live customers of Clicksoftware. As a member of the Worldwide Support group, the Application Support Engineer will be responsible to fast resolution with high quality of any technical issue raised by customers. The job combines challenges of highly technical nature on one hand, and customer interaction on the other hand. After completing the training plan and gaining experience in the products and support work, the Application Support Engineer’s title is changed to Technical Solution Engineer to reflect the knowledge and experience gained. The Technical Solution Engineer will be personally responsible for the technical state of several customers, with a focus on customers from Latin America. The job requires the ability to work effectively on many concurrent tasks (sometimes at high stress) and to have very good knowledge of most Clicksoftware products and associated infrastructural technologies.
ClickSoftware, Inc. Av. Das NaçõesUnidas, 12.551 – 23º andar, Cj. 2301 BrooklinPaulista – São Paulo – SP 04578-903 – Brazil
Provide technical support to live customers
Provide technical support to ClickSoftware internal Professional Services personnel
Perform on-call duty, per a roster, to assist customers with emergency issues outside of normal business hours
Manage the technical relationship of a group of customers on a long term plan
Provide Support training to the customer technical staff
Perform on-site visits, either to address specific issue or to perform preventive maintenance activities
Produce Knowledge Articles for general usage, per resolved issues
Benefit: Fluent in Spanish and knowledge of other languages.
B.S. in Computer Science or equivalent.
At least 1 years experience working with Visual Basic or C++ or previous experience with technical support
Advantage: Experience with Oracle, MS SQL-Server, and Windows 2000
Advantage: Experience with supporting Web-based business applications, using XML, ASP, and VBScript.
Strong desire to work with highly complex technical challenges combined with intense customer interaction
Excellent written and verbal communication skills (English and Portuguese)
Advantage: Fluent in Spanish and other languages
Willingness to travel, as the job requires (estimated at 10%-15%)