Job: Product Support Engineer (Entry Level Encouraged To Apply)

Location: San Francisco Bay Area

Description

Product Support Engineer

(Entry Level Encouraged To Apply)

Skills You Will Bring:

• Passion for technology and the desire to continue learning
  
  

• Excellent oral and written communication skills
  
  

• Strong analytical and problem solving skills
  
  

• Experience interacting with clients and customers
  
  

• Ability to work in a highly collaborative and fast paced environment
  
  

• Self starter,  ability to take action &  proactively solve tough problems
  
  

• Ability to fit into a flat non hierarchical organization where everyone knows you by your first name and not your title
  
  

• Excited about using open source development tools and cutting edge products
  
  

• Provide a central point of contact for fault logging and resolution to global customers for multiple applications in live environments
  
  

• Aptitude for duplicating  product issues faced by clients and work towards a speedy resolution
  
  

• Competence in utilize internal systems and remote support methods to investigate reported faults
  
  

• Skilled  in developing in depth product expertise, to resolve product and technical issues
  
  

• Comfortable giving usage suggestions and guidance
  
  

• Knowledge of  industry standard packages such as Salesforce.com and Zendesk to research customers, categorize and track trouble tickets, as well as updating community posts
  
  

• Ability to ensure that reported issues are resolved within customer service level agreements

• Track and analyze trends in issues reported
  
  

• Skilled in a way to act as a bridge between the customers and the product development teams
  
  

• Capacity to keep abreast of the customers expectations on our products
  
  

• Passion for being the key point of contact for customer support (end to end ownership)
  
  

• Coordinate with the sales and marketing teams
  
  

• Experience contributing to technical articles to build knowledge base
  
  

• Ability to travel internationally if needed for customer engagements
  
  
  

Helpful Experience You Might Have:

• Experience supporting software products
  
  

• Experience working with global enterprise level customers and worked in globally distributed teams
  
  

• Working knowledge of SQL;
  
  

• Hands on experience/knowledge of Java, C# or Ruby programming languages
  
  

• Familiarity with both Windows and Linux operating environments, including but not limited to installation, working with files, and basic scripting
  
  

• Experience pairing or working in an open environment
  
  

• Capable of identifying where errors occur and comfortable proactively troubleshooting
  
  

• Knowledgeable with command systems and how they operate
  
  

• Familiarity or experience using

                 -Unix                            -Ruby

                -Sequal (SQL)                -Java

Company Description

• • At ThoughtWorks Studios, we believe the best results come from cross-functional teams with a common passion: Enabling software teams who aspire to be great.
  
  
  • ThoughtWorks is synonymous with innovation and we’re dedicated to improving software delivery by keeping it lightweight fast-moving and value focused.  
  
  
  • Our customers are people and organizations with ambitious missions – whether they’re in the commercial, social, or government sectors. They trust us to deliver tools that empowers them to succeed.
  
  
  • By joining ThoughtWorks Studios, you join a diverse community of bright individuals whose purpose is to revolutionize software design, creation and delivery, while advocating for positive social change.
  
  
  • We're seeking passionate technologists, regardless of background to work with us. We want hackers, philosophers, activists – courageous people with good hearts and creative approaches to problem-solving.
  
  
  As a ThoughtWorks Studios Product Support Engineer
  
  
  You’ll get to:
  • Build pioneering tools for teams who aspire to be great
    
    
  • Build these tools using a lean process that we continually improve upon
    
    
  • Work full time in our San Francisco office, working next to (and often pairing with) a motley crew of QAs, developers, business analysts, user experience pros and a friendly product manager
    
    
  • Participate in all parts of our delivery process. We’re highly collaborative and believe that the best products are formed by teams that have diversity of thought. At ThoughWorks, opportunity for growth and role change are always available and encouraged
    
    
  • Work in an informal, transparent culture where your talent is valued over a role title
    
    
  • Develop your career outside of the confinements of a traditional career path by focusing on what you’re passionate about rather than a predetermined one-size-fits-all plan
    
    
  • Freely voice your ideas and views as part of continuous open and passionate debate on every topic from the merits of CoffeeScript to the maintainability of Cucumber tests
    
    
  • Be a part of an organization that is as committed to social responsibility as it is to technology and innovation
  
  
  
  
  
  

Additional Information

Posted:

September 4, 2013

Type:

Full-time

Experience:

Associate

Functions:

Information Technology, Other 

Industries:

Computer Software 

Job ID:

7130152

More Info and Application