Application Engineer

Agilent Technologies•US-DE-Remote Location, DE

1d•$133,120 - $249,600•Remote

About The Position

As a Technical Support Engineer, you ensure the seamless operation of software applications by providing exceptional technical support to authorized customers and Agilent employees. You play a crucial role in providing technical assistance, troubleshooting, and in collaborating with cross-functional teams to address customer concerns and enhance the overall user experience. This position requires providing second-level support, handling support tickets, and remotely assisting with installs and troubleshooting. The position emphasizes a strong customer-centric mindset, technical expertise in customer environments, and effective communication with customers and internal teams.

Requirements

Bachelor's degree in Computer Science, Information Technology, Laboratory Technology, or related field, or equivalent years of direct relevant work experience.
8+ years proven experience in a technical support role for Agilent or similar software applications.
Familiarity with customer support tools, ticketing systems, and remote assistance software including the use of collaborative tools and various communication platforms.
Strong understanding of software and applications working in a distributed system architecture or a web environment.
Proficient in troubleshooting techniques and methodologies.
Excellent written/verbal communication skills and excellent time management/organizational skills.
Ability to work independently and collaboratively in a remote environment.
Customer-focused with a dedication to providing exceptional support.
Analytical mindset and good problem-solving skills.
Patience and empathy when dealing with end-users.
Adaptability to learn new technologies and software applications quickly.
Must consent to participate in and meet Agilent approved customer/vendor credentialing requirements necessary to gain site access, unless prohibited by law. Requirements may include, but are not limited to: pre-/post-employment background checks, various forms of drug testing, vaccinations, fingerprinting, proof of valid identification, and/or adherence to customer-specific substance abuse programs.

Responsibilities

Provide prompt and effective technical support to end-users experiencing software-related issues.
Analyze, troubleshoot, and diagnose software application issues, utilizing remote support tools to assist customers in problem-solving, aiming for swift and accurate problem resolution.
Collaborate in an efficient and timely manner with product support engineering and R&D teams (or other required stakeholders) as required on escalations to resolve complex technical issues, thereby resulting in optimal customer solutions.
Create and contribute detailed documentation to a working knowledge base for common issues and their resolutions.
Provide enhancement requests and defect reporting on recurring issues for continuous improvement of the software applications.
Gather and report customer feedback on software usability and issues, providing insights to improve the overall user experience.
May present information at conferences, seminars and e-seminars.