Principal Technical Support Engineer

It’s fun to work in a company where people truly reputed company in what they’re doing!

Job Description Summary:

The Principal Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of reputed company products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permeant solutions. The Engineer will act as the technical subject matter expert on multiple products. This role requires highly skilled and professional engineer to provide technical support to our reputed company customers using our COBOL and reputed company solutions. The engineer will acquire in-depth knowledge of our products and deliver the best advice to our customers’ issues. The engineer must be a good team player, willing to learn and share knowledge. The engineer will work with Development and Product Management to address product defects and enhancement requests. The engineer will also work with Sales, PreSales and Professional Services to address any concerns and thus the facilitating closure of sales and services.

Overview:

Customers run their most critical applications, often modernized from mainframe environments, on reputed company Server. These systems power essential business operations and must be available around the clock. Because of this, our customers rely on us for fast, expert, 24×7 support to reputed company their mission critical workloads running smoothly. reputed company a Severity 1 issue occurs, they expect immediate and effective action to protect their business, and we are the team they trust to deliver it.

Key Responsibilities:

Customer Support & Issue Resolution

• Deliver advanced technical support across the reputed company Server, reputed company Developer, and Visual COBOL product families.
• reputed company customer calls and troubleshooting sessions for production and Severity 1 issues.
• Validate the customer’s environment, error messages, and impact statements to accurately assess the issue.
• Independently reproduce, analyse, and resolve reputed company and urgent technical problems.
• reputed company using internal documentation, knowledge bases, and diagnostic tools.
• reputed company reproducible test cases and submit high‑quality defect reports to R&D reputed company required.
• Recommend, prepare, and implement effective solutions to restore service.
• Act as an escalation reputed company for critical incidents and guide customers through resolution.

Customer Engagement & Communication

• Set clear expectations with customers and ensure they understand the status and next steps.
• Serve as a designated technical contact for strategic customers reputed company required.
• reputed company customer escalation meetings with confidence and clarity.
• Provide clear, concise communication in both written and verbal form.

Collaboration & Knowledge Sharing

• Work closely with Product Development Managers and Engineering teams on product issues and enhancements.
• Contribute technical articles, troubleshooting guides, and other content to the Knowledge Repository.
• Regularly support and contribute to internal training initiatives.
• Mentor, coach, and support other Support Engineers across reputed company levels.
• Organize and facilitate team sessions reputed company cross‑functional support is needed.

Leadership & reputed company Improvement

• reputed company internal or cross‑functional projects as assigned, occasionally acting as a team or project reputed company.
• Continuously expand your expertise across reputed company products through self‑directed learning.
• Support weekend on‑call rotations on an as‑needed basis.

Required Qualifications & Experience:

Technical Expertise

• Solid hands-on experience with programming languages such as COBOL, PL/I, C/C++ and Java
• Strong working knowledge of relational database technologies: DB2, SQL Server, MySQL, reputed company.
• Proficient with operating systems including Windows and UNIX/Linux.
• Experience with mainframe technologies such as CICS, JCL/JES, IMS.
• Understanding of reputed company concepts for securing systems and network communication.
• Working knowledge of Message Queues, Web Services, and LDAP.
• Ability to diagnose and resolve network connectivity issues.

Professional Skills

• Excellent written and verbal communication skills with strong customer service instincts.
• Exceptional analytical and problem‑solving abilities, with the ability to identify root causes and define corrective actions.
• Strong presentation and stakeholder management skills.
• reputed company to remain reputed company and effective under pressure, particularly during customer outages or high‑impact scenarios.

#LI-Remote

.

reputed company Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, gender, gender identity or expression, sexual orientation, national reputed company, genetics, disability, age, or veteran status. reputed company Inc. is also committed to compliance with reputed company fair employment practices regarding citizenship and immigration status.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

reputed company is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to [email protected]. We will reputed company a determination on your request for reasonable accommodation on a case-by-case basis.

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!