Technical Software / Applications Support Engineer - US - Remote Working Available
Job Description
The Customer Support department is seeking a Technical Software / Applications Support Engineer to support our Web and Mobile Mapping Software for our growing global customer base in the US and Europe. This role joins a dynamic team that enjoys working with complex applications and products that utilize software, GIS, engineering, and problem-solving skills.
The Support Engineer is a technical software expert, experienced in configuration and implementation of IQGeo solutions often requiring knowledge of complex integrations with 3rd party software systems and middleware, and/or custom software development, as required by customers.
The role works independently or as a team member along with Project Managers, Implementers, and Director of Customer Support to deliver product support for the customer.
DUTIES / RESPONSIBILITIES
As an integral part of the IQGeo geospatial Customer Support Team, the successful candidate will be a key contributor on the team by supporting IQGeo products for our customers in the Utility and Telecommunications markets. The role is expected to be capable of working independently, and as a team member, and should have a working knowledge of software implementation methodologies and troubleshooting skills. The key responsibilities include the following.
Problem solving skills, providing consulting to clients based on current operational processes and their fit with IQGeo products.
Respond to customer queries (incidents or questions) in a timely and accurate way via support cases, phone, or email.
Identify customer needs and help customers resolve issues or understand IQGeo product functionality.
Follow up with customers to ensure their technical issues are resolved.
Analyze and report product defects to the IQGeo Product Development Team.
Ensure accurate support case information is filled out by IQGeo customers and internal teams to build an IQGeo knowledgebase for end-users.
Inform customers of critical issues or when patches are released on IQGeo products.
Develop and maintain IQGeo product training materials for the IQGeo Certification program.
REQUIRED SKILLS / ABILITIES
Successful candidates will be enthusiastic individuals with a strong technical and consulting background in general software delivery and support skills related to the following.
Essential
Excellent analytical and problem-solving skills
Experience with customer service desk systems (Jira Service Desk, FogBugz)
Strong experience with open-source software technologies (Apache, OpenLayers, Leaflet)
Intermediate to light experience in JavaScript and HTML design and development
Experience with Geospatial Information Systems (GIS) or web mapping
Experience with SQL and RDBMS technology (PostgreSQL, Oracle, SQLite)
Experience with Linux System administration and bash scripting
Experience with Python
Desirable
Enterprise Integration, especially web services
Collaboration systems, such as Jira Confluence or Microsoft SharePoint
Mobile application support (iOS, Android, Windows)
Experience in IQGeo software technology experience
ETL tools such Safe Softwares FME or GeoKettle
One of: Java, .Net or Python
Git or other distributed version control systems
Skills in a second language are not essential, but would be an advantage
Work in United States
Employment Options
Professional Experience
Skills
- Jira
- FogBugz
- Apache
- OpenLayers
- JavaScript
- HTML
- SQL
- RDBMS
- Python
