Support Engineer

Role purpose:
Deliver superior technical consulting to customers via telephone/email/online meetings to resolve technical issues through troubleshooting and identifying the root cause of the issue.
Responsibilities
Manage customer support cases:
Promptly reply to customers, collect customer architecture information, analyze logs, identify issues, and provide the best solutions
Be able to explain complex technical concepts, both at high and low levels
Develop in-depth knowledge of Radiant Logic products and other technologies that interact with them, such as directory servers, databases, and networking tools
Reproduce customer issues in the lab using the appropriate platform
Test product functionality
Document and report issues to the Development team; ensure issues are resolved
Collaborate with global team members to review customer issues and increase technical skills
Skills and Experience
BS or MS in CS/CIS or equivalent knowledge/experience
Practical knowledge of Java, J2EE, and SQL programming
Good written and verbal communication skills
Excellent problem-solving and root cause analysis skills
Excellent customer service skills and/or Help Desk experience
Language skills:
English and French