Technical Product Support #025

Delan Associates•Tallahassee, FL

About The Position

Delan Associates is seeking candidates for upcoming Technical Product Support opportunities in the Tallahassee, Florida area. The posting describes three roles in the Technical Product Support job family. The Manager, Technical Product Support develops business strategy and directs the technical product support function. The manager leads a team responsible for resolving customer technical problems, preparing technical responses to Requests for Quotes (RFQs), supporting the sales team on technical product issues, delivering and installing software releases, and providing post-sales support. The role manages the technical interface with customers, including RFQ specification reviews, hands-on testing and modeling, and coordination with development and engineering on systems design work at customer sites. It also builds and maintains relationships that support business objectives. The Technical Product Support Analyst provides post-sales support by analyzing customer business needs, developing technical requirements, preparing RFQ responses, configuring integrated solutions, and implementing client solutions. The analyst may serve as the main technical contact between customer staff and the enterprise’s development or engineering organization, and acts as a technical consultant to sales. The Technical Product Support Specialist provides post-sales support by coordinating customer problem resolution, maintaining and installing applications or solutions, verifying bugs, conducting release testing, and supporting beta releases for one or more products. The specialist may work at customer sites to design and install applications.

Requirements

Manager role: Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
Manager role: At least 7 years of high-tech industry and/or IT experience in product engineering, development, and support functions.
Manager role: Experience managing teams and projects across multiple technological and business environments.
Analyst role: Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
Analyst role: At least 4 years of high-tech industry and/or IT experience in product engineering, development, and/or support functions.
Analyst role: Broad knowledge of multiple computer environments, platforms, and technologies, and in-depth knowledge of the enterprise’s products.
Specialist role: Associate’s or bachelor’s degree, or technical institute degree/certificate, in Computer Science, Information Systems, or a related field, or equivalent work experience.
Specialist role: 0 to 1 year of related high-tech industry and/or IT work experience.
Specialist role: Knowledge of one or more of the enterprise’s products and familiarity with multiple applications.

Responsibilities

Develop business strategy and direct the technical product support function.
Manage a team that resolves customer technical problems and provides post-sales technical product support.
Develop technical responses to Requests for Quotes (RFQs) and support sales teams with technical product issues.
Deliver and install new software releases for customers.
Manage the technical interface with customers, including RFQ specification reviews, hands-on testing and modeling, and coordination with development and engineering on systems design at customer sites.
Build and maintain relationships that support business objectives.
Analyze customers’ business needs and develop technical requirements.
Configure integrated solutions to meet customer needs and implement client solutions.
Coordinate customer problem resolution; maintain and install applications or solutions; perform bug verification, release testing, and beta support.
Design and install applications at customer sites when needed.