Careers - Technical Support

Percussion Software, Inc. is looking to recruit a Support Engineer to join our technical, dedicated team located 10 minutes north of Boston. An ideal candidate has the ability to prioritize & multi-task effectively. He/she is an independent thinker who has excellent organizational skills and strong communication skills. Problem solving and diagnostic skills are also a requirement for this position.

Required technical skills:

• HTML, XSL, SQL (Microsoft and Oracle)
• JBOSS, BEA, WebLogic
• Windows

Desired technical Skills:

• Velocity templating
• Java / Javascript
• Linux/Solaris environments

Ideally, we are seeking an IT person with two years experience. Customer facing skills are important because discussing complex technology solutions to resources such as engineers and consultants are an integral part of this role.

Daily responsibilities include resolving inbound customer calls & emails, researching product & technical issues, escalating when appropriate. The role requires liaison with the relevant Account Representatives in Support and Sales.

Specific job tasks include:

• addressing customer issues
• insuring customers get resolution on reported issues
• updating customer notes on issue activity
• researching product and implementation issues
• reporting back to the customer, solutions and best practices
• reporting product bugs to Development engineers
• creating and reviewing knowledge base documentation
• reviewing and maintaining familiarity with product documentation
• staying current on new product technologies

Submit resume to:
Fax: 781.438.9955
Email: dev_resumes@percussion.com