Support Engineer

Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated ("Precisely") is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely

Overview:

Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 99 of the Fortune 100. Precisely's data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. We are looking for talented individuals with the experience and motivation to join our innovative, fast-paced Precisely Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:Other duties may be assigned

• You will provide world class technical support over the phone, email, and remote desktop connections. Including, but not limited to meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording critical information.
• You will address and resolve issues quickly and effectively to ensure customer satisfaction.
• You will investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• You understand the complexities of enterprise systems and be able to determine if the cause of an issue is within the product, third party libraries, user developed code or jobs, or platform libraries.
• You will continuously learn new technology, tools, systems, and sharing that knowledge within the team.
• You will create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
• You will debug and provide recommended solutions and tools to address product issues and enhancements.
• You will work periodic weekend shifts for on call support.

ESSENTIAL EDUCATION, SKILLS AND KNOWLEDGE REQUIREMENTS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 2+ years' experience developing, implementing or supporting technical solutions as per diverse business use cases in Mainframe.
• A bachelor's and/or master's degree in Computer Science, Systems Engineering, Management Information Systems or a similar field, or the equivalent in work experience. Understanding of mainframe computers and configuration of subsystems and components such as DB2, CICS, IMS, Consoles, Memory, and DASD.
• Customer-facing software support and/or consulting experience.
• Technical experience supporting mainframe software including the knowledge and use of tools such as SMP/E, RACF, JCL ISPF, REXX, USS, terse /unterse utility, FTP and SMF.
• Familiarity with methods to obtain debug information such as joblog, syslog, dumps and traps.
• Practical experience in the Microsoft server-side product stack and development environments, including Microsoft Windows Server, Microsoft SQL Server, and Microsoft Office and/or similar experience with Linux or UNIX.

Good to have:

• Knowledge and use of Splunk, Kafka, Elastic or other analytics platforms.
• Knowledge and use of ServiceNow, Micro Focus or other ITOM / ITSM platforms.
• You have experience working with a CRM system preferred), a ticket tracking system, licensing software, or any other business applications.
• Experience supporting medium to large scale SAP landscapes

This is a remote position anywhere in the US

The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice