Senior Technical Support Engineer

Software AG helps companies manage and optimize their operations, infrastructure and technology with products that simplify complexity, increase transparency and prepare organizations for change.

Trusted by the world’s best brands for more than 50 years, Software AG’s AI-enabled process intelligence, application development, high-performance database and strategic portfolio management solutions are used by banks, retailers, manufacturers, governments and more.

Software AG’s Adabas database and Natural development platform are used by the world’s leading organizations to build and deploy high-performance, mission-critical applications for IBM Z®, Linux® and the cloud. Governments and businesses in finance, manufacturing, retail and more tailor these applications to give their organizations a distinct competitive advantage and optimize them to meet the most demanding operational service level agreements.

With a pledge to innovate Adabas & Natural to 2050 and beyond, we ensure our customers’ mission‑critical Adabas & Natural applications are future‑ready. Now.

Be you, join us.

Location:

Remote (US)

Global Support provides fast, agile, reactive and proactive technical support to our customers, most of whom use Software AG technology in mission‑critical business implementations. The division supports a variety of large multinational companies through our interconnected global network of experienced engineers, with the primary goal of maximizing customer satisfaction.

As part of the Global Support team, our engineers are the primary point of contact for Software AG customers with technical issues, and they work closely with R&D and other colleagues to ensure customer success. We are looking for candidates for a Senior Technical Support Engineer position in the Adabas & Natural product line.

• Provide professional, courteous and prompt technical support to customers and internal staff to ensure the highest levels of customer satisfaction
• Research technical issues using problem‑analysis techniques, knowledge base research, problem simulation, cross‑functional collaboration and other skills
• Manage customer escalations associated with complex problems from a technical point of view
• Show initiative and aptitude in acquiring and improving skills on Software AG products and platforms, as well as supporting technologies
• Help improve our customer self‑service knowledge base by creating and publishing technical articles
• Set up specialized technical environments to reproduce problems as needed

• You have a bachelor’s degree or higher in Computer Science, or equivalent work experience
• You have proven experience in a customer service or support role (e.g., direct end‑user contact or support)
• Experience with Adabas and Natural is preferred.
• You have in‑depth technical knowledge of mainframe z/OS and/or Windows/Linux operating systems
• You are a problem solver who welcomes the challenge of finding solutions to complex issues
• You are a team player who enjoys working in a stimulating, international environment that offers many opportunities to strengthen your technical skills through a generous training program
• You collaborate well with multicultural colleagues and customers, and show a “customer first” commitment in your work

• In‑depth knowledge of z/OS or Windows/Linux operating systems
• Knowledge of Adabas and Natural core products
• Knowledge of one or more programming languages (e.g., Natural, Java, C++, COBOL) is a strong plus
• Excellent interpersonal and written communication skills
• Strong ability to solve complex technical problems, prioritize customer issues and manage multiple requests and expectations at once
• Ability to support customers by phone, web…