Technical Support Engineer

We are looking to fill a key position on our Technical Support team. The Technical Support team is responsible for resolving questions and issues related to the development and deployment of StreamBase real-time event processing systems. This position is based in Lexington, MA.

Responsibilities

  • Provide email- and telephone-based technical support to StreamBase customers, partners, and prospects.
  • Diagnose and resolve complex customer issues.
  • Act as a liaison between customers and StreamBase Engineering. Submit bug reports and feature requests as required.
  • Develop sample applications and gather technical data as required to solve complex customer issues.
  • Troubleshoot product installation and configuration issues; hardware, operating system, and networking issues that impact product operation; and erroneous product usage or operation.
  • Engage third-party vendors as required to assist in the troubleshooting process.
  • Clearly articulate problem definitions and resolution plans to customers and StreamBase management.
  • Write knowledge base articles and other technical documents that help StreamBase customers prevent or resolve issues.
  • Develop and utilize troubleshooting tools to help the Technical Support team resolve customer issues quickly and effectively

Required Experience

  • 4+ years of work experience in customer-facing software technical support.
  • Advanced troubleshooting, including:
    • Java application troubleshooting
    • JVM performance tuning
    • Database application troubleshooting
    • Troubleshooting of networking and distributed-systems issues
    • Leveraging Java tools (e.g., jstack, jvisualvm, jmap)
  • Experience supporting enterprise software products.

Required Skills

  • Strong knowledge of Linux and Windows operating systems, including configuration, system administration, and troubleshooting procedures.
  • Application design and programming, including Java, C++, scripting languages, and XML.
  • Knowledge of SQL and relational databases (e.g., Oracle, SQL Server, Sybase).
  • Passion for working with people and for helping customers succeed.
  • Demonstrated ability to take ownership of tasks and projects and ensure their completion.
  • Ability to learn new technologies quickly.
  • Ability to multitask effectively and work well under pressure.
  • Strong organizational and time-management skills.
  • Ability to work independently with minimal management direction.
  • Excellent written and verbal communication skills.

Location of Position
Lexington, Massachusetts

Status
Full-time

Required Experience
4+ yrs in software technical support

Management
Not specified

Travel Requirement
Potential requirement for occasional travel to customer sites

Salary Range
Not specified

To Apply
Please send your resume via email to careers@streambase.com with “Technical Support Engineer” in the subject line, or by fax at +1 781 761 0801.

 
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