Technical Support Engineer

Job Purpose:

The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement.  In the role of Technical Support Engineer you will be providing telephone and/or Web based support for Kofax products.

 Key Responsibilities:

• Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.
• Provide prompt and accurate feedback to customers.
• Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance.
• Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.
• Take issues elevated from Associate Technical Support Engineers as needed and directed by management.
• Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.
• Use approved protocol to communicate with Development engineers on the analysis of software issues.
• Elevate hot fix requests to support managers for processing based on approved protocol.
• Participate in regular support team meetings.
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
• Prepare test systems for replication of user issues. 

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

• Bachelor's degree in Computer Science or equivalent degree/qualification
• 5+ years of work experience in Technical Support, directly supporting IT professionals 
• 5+ years of work experience with network diagnostic tools such as Wireshark, Fiddler, Process Monitor and Windows Event Viewer
• 5+ years of work experience with Network troubleshooting
• Working experience or familiarity with: Print and/or scan solutions, VMWare, Microsoft IIS, Robotic Process Automation (ROA), SQL, Oracle, Windows Server Operating Systems, Print server, Active Directory, Load balancing, and Business Process Management (BPM), Microsoft Azure, Amazon Web Services, Token based authentication mechanisms 
• Enterprise business-to-business (B2B) support
• Experience in unscripted maintenance troubleshooting: The process of identifying what is wrong with a faulty component or system when the problem is not immediately obvious. Taking a systematic, four-step approach; identify the problem, plan a response, test the solution, and resolve the problem. 
• Recreating customer environments in which to perform tests to determine the root causes of issues
• Test updates, upgrades, and hotfixes
• Working North American hours (8-hour shift start time could vary in range between Eastern through Pacific time zones)
• Proficient in speaking and writing English

• A bachelor's degree in computer science, computer information systems or related experience.
• A minimum of 2 to 5 years providing enterprise level technical support experience.
• Resourceful team player with strong interpersonal skills.
• Result-oriented with strong problem-solving skills.

Kofax, Inc. is an Equal Opportunity Employer, M/F/D/V