*Experience with Blue Prism products required.

RESPONSIBILITIES

• Manage technical and application issues from our customers and partners within our Support System daily, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible
• Provide technical support on automating processes to customers, partners, sales engineers and post-sales consultants via telephone, email, web and where required, on-site visits whilst promoting the recommended best practices; an expert in the use of the product and in the creation of an enterprise class digital workforce within client organizations
• Reproduce product behavior to determine the root-cause of the problem and to find work-arounds and solutions
• Ability to ensure actions are followed-up in a timely manner with attention to detail
• Ability to deal with difficult customer situations
• Coordinate with other teams to provide assistance in identifying, reporting and resolving product defects
• Author, edit, publish and maintain an on-line knowledge base of known issues/solutions

Responsibilities will involve troubleshooting, analyzing technical problems and working with customers and internal developers to resolve technical and application roadblocks. You will ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, you will manage communications with customers at all levels to maintain positive relationships.

OUR IDEAL CANDIDATE

Ideal recruits into this team will be experienced developers with the following:

• A strong grounding in server configuration, networking, network security, access and identity management, information security and encryption, application interaction and Windows processes, and other technical infrastructure topics
• Strong problem-solving skills and the ability to methodically solve business and technical problems using innovative approaches
• Proven experience working with virtualization products (VMWare, Citrix) and both private and public (AWS, Azure) cloud technologies
• Background in software development/delivery
• Comprehensive understanding of Microsoft technologies (Windows, .NET, VB, C#, SQL Server, Internet Explorer, Active Directory, IIS, etc)
• Previous experience with automation and/or orchestration tools
• The ability to work independently or in a group, remotely or on-site, with technical and non-technical staff at all levels of partner and client organizations
• Strong communication skills with people at all levels of experience and technical ability
• An aptitude to liaise with senior level customer representatives in a rational and measured manner to communicate progress, issues, risks and solutions
• A willingness to travel to customer sites

Full training will be provided on the company’s software solution and delivery approach.

YOUR EXPERIENCE

• College diploma or bachelor’s degree in a technology-related field (or equivalent work experience)
• 4+ years of industry experience in supporting enterprise software components. • In-depth knowledge and ability to troubleshoot currently supported Windows operating systems (servers and clients)
• Strong Windows administration skills with the ability to diagnose Windows system issues using the Windows Event Viewer logs
• In-depth knowledge and understanding of virtualization technologies and cloud platforms (e.g. Citrix, VMware, Hyper-V, Amazon AWS, Microsoft Azure, IBM Cloud, Google Cloud)
• Thorough understanding of and ability to use and troubleshoot the Microsoft Office suite (specifically MS Excel & Outlook)
• Thorough understanding of TCP/IP networks and security, LAN/WAN communication and configurations
• Excellent written and verbal communication and problem-solving skills are essential
• A high degree of analytical, trouble shooting and problem-solving abilities
• Good formal documentation skills
• Ability to work under own initiative and respond to peaks in demand
• Strong relationship management skills, establishing empathy with customers through insight into their business drivers and expectations

DESIRABLE SKILLS:

• SQL programming skills and knowledge of SQL Server
• Proficiency in concepts such as logical operators & data types
• Exposure to basic programming skills with knowledge of VB/.NET/C# an advantage
• Exposure to Web Development technologies (JavaScript/HTML/HTML5/PHP)
• Awareness of Data-interchange technologies (XML/Soap/JSON)