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 Application Support Engineer-005 |
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dalian-DLM
[博客]
[个人文集]
头衔: 海归少校
性别: 
加入时间: 2007/01/16
文章: 127
海归分: 19484
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作者：dalian-DLM 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Job Description
The Application Engineer is responsible for providing Mercury Interactive customers with the highest level of service while delivering solutions to customer problems using our products.
As part of the support team, the engineer will primarily be responsible for the critical product issues of high visibility, strategic customers as well as customer escalations and advanced technical problems. A key component of this position involves managing customer expectations, establishing credibility and rapport with customers, demonstrating ownership and responsibility through regular customer updates and explanation of next steps.
The Application Engineer must demonstrate outstanding technical and analytical skills and be able to demonstrate ability to understand and apply best practices in problem resolution process. Application Engineers may serve as an escalation point for other team members and must be able to work effectively with cross-functional organizations such as development, sales, consulting and education.
Essential duties and responsibilities include:
* Ensure customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support.
* Manages resolution process including internal resources and deliverables across departments
* Manages customer expectations including: setting expectations, managing to expectations via status reports with next steps/action items, conference calls
* Technical escalation point for complex, critical and strategic customer problems
* Technical leadership role for mentoring and building support team
* Subject matter expert in one or more technical domains related to Mercury Interactive IT Governance product suite involving alignment with subject matter experts to develop in-depth hands-on expertise
* Other duties as assigned
Qualifications
* Bachelor's degree in business applications, computer science, or other related field.
Functional Skills
* Solving complex enterprise application and integration problems in a way that will lead to successful implementations and satisfied customers requires:
* Proven commitment to communicating proactively with customers via status updates through web, email and especially over the phone until problems are resolved.
* Dedication to thoroughness, follow-through and closing the loop with all parties.
* Excellent communication and interpersonal skills
* Unwavering commitment to detail and accuracy
* Must be a highly motivated, independent and flexible person with strong team directed abilities and a collaborative "Whatever it takes" attitude.
Technical Skills
The following is a list of technical skills that will enhance the engineer’s ability to be productive and successful in our environment. Not all are required.
* Java application development
* JSP
* Jboss, Weblogic, Webshere, any J2EE experience
* Proficiency in a UNIX environment
* Experience working with Oracle databases using SQL and PL/SQL. (Database administration experience is a plus).
* Experience in a complex technical domain relating to the support, development or configuration of enterprise software (ex. ERP (Oracle, PeopleSoft, SAP), CRM, other)
* Knowledge of Oracle Applications AOL (Application object Library) a strong plus
Key Words
1. IT skill,
2. Excellent English (nearly native speaker)
作者：dalian-DLM 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 Application Support Engineer-005 -- dalian-DLM - (3434 Byte) 2007-4-06 周五, 15:53 (1174 reads)
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