Technical Support Engineer RPA

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 Kapow Software 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.

Required Skills and Knowledge:

• Experience in network trouble shooting skills in an enterprise environment.
• Experience with network software diagnostic tools, such as Wireshark and Fiddler.
• Familiarity with Windows diagnostic tools, such as Process Monitor and Event Viewer.
• Knowledge of and experience with Microsoft Office (Word, Excel, Visio, PowerPoint).
• Experience supporting Enterprise wide Java and/or .NET software projects.
• Experience with web development technologies including HTML5, CSS3, Ajax, and Javascript.

Desired Skills and Knowledge:

• J2EE Application Server such as Apache Tomcat, Websphere, or Weblogic
• XML and JSON
• SOAP and/or REST based web services
• TCP/IP communication as related to HTTP, HTTPS, TCP, UDP
• VMWare
• Microsoft IIS
• SQL
• Oracle
• MySQL
• Windows Server Operating Systems
• Linux Server Operating Systems
• High Availability Load Balancing concepts
• Proprietary Software Support

• 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.
• Strong written and verbal skills in the language of support for this position.

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