Sustaining Engineering is a Development and Escalation team focusing on software releases and solutions in a customer centric organization.Sustaining Engineering is a global team dedicated to world-class processes and product quality.People that are successful in this team enjoy working in a dynamic environment dedicated to development excellence and customer success.
Primary/Role Responsibilities:
As a Escalation Engineer, you will be located in Shanghai and will work directly with the Customer Support Engineers on customer issues and liaise with Sustaining Escalations Developers for issues requiring code access or design knowledge. You will work in full collaboration with the regional support team and the customer advocacy group to facilitate customer escalations and to provide best support to our customers.
You will be responsible for the bug qualification, advanced troubleshooting of the different Business Objects modules (Broadcast Agent, Business Objects Reporter, Crystal Enterprise, Crystal Report, WebIntelligence, Infoview, SDK, Designer, Supervisor, etc.). Being able to debug products written in C++ and Java is a plus. Because of Business Objects’ complex architecture, strong skills in Application and Web Servers are also required.
As a Escalation Engineer, you will be involved in all the aspects of the escalation process, will drive the resolution plan, identify the resources needed within the organization, participate in the qualification of issues and perform testing of customer fixes. This will be done in accordance with the internal service level targets and through open communication with regional support centers to ensure total transparency in the resolution process.
Moving forward, your role will evolve in a troubleshooter/developer role so you will also be able to fix bug directly within the Business Objects code line.
Required Skills:
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Strong knowledge in Application and Web Servers
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Development skills, Java and C++ knowledge
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Must have the ability to work on very complex customer problems, and have great problem solving skills
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Good communication skills: written and verbal
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Excellent interpersonal skills
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Good judgment and decision-making skills with a strong emphasis on customer service
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Knowledge of general testing procedures and methodologies
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Working knowledge of SQL and relational database management systems
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Experience configuring, installing, and troubleshooting pc software, hardware, and multiple Operating systems (Windows/Unix)
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Ability to work in a collaborative environment required
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Capacity for being detail-oriented and well organized
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Ability to work concurrently on multiple tasks required
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Proven ability to communicate and learn quickly while applying knowledge effectively
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Able to successfully work under tight time constraints
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Demonstrated ability to logically and analytically troubleshoot software
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Project planning skills
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Thorough understanding of the seven Layer OSI model
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Thorough understanding of the Client Server concepts
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Thorough understanding of connectivity in the Client Server environment
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Thorough understanding of supported connectivities
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Complete familiarity with a Win 95/98 and NT environments
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Thorough understanding of UNIX, and NT platforms
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Diagnostic and technical analysis skills
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Demonstrates leadership in ensuring customer success and satisfaction
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Successful project completion involving User Interface design, HTML, SQL, CORBA, XML, and JSP.
Qualifications
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Bachelor's degree or technical diploma in computer science, computer technology or related field
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Software testing and Customer Support experience is a plus.
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Typically 4-7 years or more of relevant experience
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Knowledge of a structured programming language
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In-depth knowledge of software quality methods and software development fundamentals
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Prior use of automated software testing tools
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Experience writing end-user documentation
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Any exposure to Holos, Crystal Reports, Crystal Enterprise, Crystal Analysis and Business Object Products would be beneficial
有意请联系：[email protected]
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