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Technical Support Engineer

Do you have what it takes to be a part of the Zephyr Support Team?
As a Zephyrs Technical Support Engineer, you will use your support and technical background to enable customer success using Zephyrs Test Management solutions. You will provide advanced technical support to customers by solving technical issues and creative problem solving on product use. Resolution to highly technical nature of the problem in a tight time frame is paramount to survival for the customers in constant stiff competition and you are responsible for such deliverable.

Zephyr's promise to you:
Employees are our greatest asset - they're our competitive advantage. It is only with the determination and dedication of our people that we can serve our customers, generate long-term value for our investors and contribute to helping the world deliver higher quality software. As an results driven company, Zephyr offers a work hard/play hard atmosphere that fosters collaboration and helps one another grow their careers.

Responsibilities:
Support a global customer base in their use of our company's Test Management software products via ticketing system and telephone.
Troubleshoot technical issues involving software installation and daily use via ticketing system and telephone.
Work with end-users to illustrate best practices of the software, matching the construct of the tool with their desired testing goals.
Communicate clearly and effectively with fellow support team members and the development team, both in India and in the United States.
Master our products inside and out.
Be hungry for growth.
Assist in providing product demonstrations, technical training and document solutions for internal and external use of our knowledge base.

Qualifications:
With the highly technical nature of our product, excellent troubleshooting skills and an aptitude for understanding complex technical concepts are required
Excellent communication skills, written and verbal is required. Presentation experience a plus.
Experience with the following is required: Using web-based applications, installation of application in Windows environments, ability to troubleshoot windows application issues.
Experience in Java programming, REST, Web services, Windows OS, Networking - TCP / IP, SSL, firewall brings you to the head of the line
Profound knowledge in HA services, automation, integration, monitoring and configuration management
Past experience with legacy test management solutions such as Quality Center, Rational, QTP, etc, Software Testing Quality Assurance, SaaS Deployments, TCP/IP, MySQL, RIAK and Atlassian JIRA is a huge plus.
Familiarity with Adobe Flash, Tomcat, Linux OS, Perl, Python and PHP is a plus
Strong understanding of software support processes, troubleshooting processes, escalation processes.
Ability to keep up with the features of evolving products and new features.
Highly organized and detail oriented.
Inquisitive, methodological, responsive, personable.
Vision to identify areas of opportunity to improve products and or processes within the company.
Bachelor's Degree in Computer Science or equivalent with zero to two years experience.

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