Product Support Engineer

Verifone • Clearwater, FL

7h

About The Position

The Product Support Engineer is an important position that provides Tier 2 Product Support for assigned products and systems. This person will also reproduce reported product issues and will engage Tier 3, engineering, and development teams for escalated product issues.

Requirements

• Experience with PCs and related software applications
• Experience with Windows, DOS, Unix and other operating systems
• Knowledge of networking and communication protocols
• Knowledge of database servers – SQL Server / Oracle
• Bachelor’s Degree in Electrical Engineering, Computer Science or other related field, or commensurate field experience
• Minimum of 7 years related support engineering experience, working directly with end-user customers
• Expertise in all phases of systems analysis, the software development process and/or functional engineering principles

Nice To Haves

• Experience within the petroleum industry a plus

Responsibilities

• Performs complex, high-impact engineering support tasks
• Solves highly complex and broad reaching problems
• Answers customer requests to assist with product support related inquiries
• Assists customers with product installation and training
• Follows documentation and training materials to diagnose and resolve customer issues
• Creates/updates documentation after resolution of issues entering all call activity into online tracking database
• Provides technical support to customers for operational and maintenance aspects of products
• Researches and resolves customer issues
• Serves as customer contact for technical and service related problems
• Diagnoses mechanical, hardware, software and systems failures using established procedures or by creating new means of addressing customer technical issues
• Determines most cost effective repair/resolution to minimize customer downtime
• Develops and maintains positive customer relations
• Coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner
• Assists with alpha testing of internal product releases and manage/coordinate/assist in beta test cycles with customers
• Demonstrates technical leadership by mentoring and/or training of junior engineers
• Performs other related duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level