Technical Support Consultant

Our story goes beyond technology. We put people first - employees, customers, and partners. We build strong teams and cultivate relationships that last. We provide incomparable products, solutions, services, and technical excellence for our customers. We are a team of over 5,000 colleagues across 70+ countries who value inclusion, integrity, and innovation. Our size means everyone has an impact and every voice is valued.
_We are big enough to compete and small enough to care._

Be you, join us.

Software AG is seeking a Technical Support Consultant to help take our industry-leading webMethods Integration Server support organization in Brazil to the next level.

This position is in the Global Support (GS) department. GS is a globally distributed organization - a 120+ team located across 9 time zones. Our team members are highly technical, with a strong knowledge of Software AG products, delivering first & second level support to end customers and employees. We have one of the highest Net Promoter Score (NPS) and Incident Satisfaction score in the industry. We take pride in delivering a highly employee-centric environment and receive high Employee Satisfaction scores as measured by Gallup.

Tasks and Responsibilities:
From day one you will be part of a team that is responsible for end-customer support, which entails proper understanding of problem, performing problem analysis, documenting reproduction steps, researching knowledge base for common solutions, and as you gain experience reproduce problems and engage R&D organization for defect resolutions. Support delivery is a team-sport. We seek team players who will collaborate with customers and peers to make our customers successful. You should be able to independently handle moderately complex technical problems in your chosen area of product expertise, and deliver solutions through research, collaboration and/or problem replication. You should be able to take direction and general guidance from senior engineers and management, while also being able to work independently.

ABOUT YOU

Academic Degree & Experience:
Bachelor’s degree, or foreign equivalent, in Computer Science, Computer/Electronics, Engineering, Telecommunications, MIS, Mathematics or a relevant technology-centered field, and 3 years of experience reflecting demonstrable ability in the skill sets described below.

Some experience in technical support or software developer role in a software company is strongly preferred.

Professional Experience: 3-5 minimum years of relevant experience

As a team member, you'll assist customers, partners and employees to troubleshoot problems they may encounter during installation, implementation and run-time issues resulting from implementation of the Software AG Integration, API and Microservices platform. As a full-fledged contributor in a team-directed, relaxed and flexible environment, you'll have plenty of opportunity to make a difference, both in your team and across the organization.

Essential Job Functions:

- Work on complex problems, delivering first and second level customer support, and engaging R&D for problems requiring third level support.
- Search knowledge base and other repositories for solutions to known problems.
- Setup lab environments to reproduce customer problems.
- Lead customer escalations situation especially associated with complex problems, steering customer and R&D to work on the issue toward solution.
- Perform problem diagnosis and root-cause-analysis by investigating diagnostics, such as the product logs, Java thread dump, heap dump, JAVA garbage collection logs and similar artifacts.
- Contribute toward knowledgebase improvement by writing and reviewing technical articles.
- Continually update product skills in Software AG products and supporting technologies by installing, testing, and using software products and attending formal and informal classes.
- Advise/guide team-members by leading-through-example and providing technical and soft-skills assistance.
- Provide after-hours coverage when required.

**Skills**:

- Strong troubleshooting skills
- Conceptual understanding of server-side core Java, multi-threaded and Data Structures usage
- Exposure to container technologies such as Docker and Kubernetes a-plus.
- Some familiarity with cloud platforms like AWS, Azure desirable
- Familiarity with Angular and accompanying technologies (HTML, CSS, JS)
- A few years’ relevant experience with Enterprise Application Integration (EAI), Distributed computing, middleware, and Relational database (Oracle, SQL Server, DB2)
- Hands-on Object-oriented programming (especially Java, but C++, C#), and/or scripting language such as Python very beneficial
- Integration product support is preferred.
- Knowledge of webMethods platform a huge advantage
- Additional Requirements/ Soft Skills:

- Fluent in English - spoken and written.
- Spanish language a-plus
- Good time management, organization, and planning skills, demonstrated by meet