Enterprise Support Engineer

MasterControl is an international software solutions company that provides software solutions for regulated companies to comply with rigid quality standards. Our customers include medical device, pharmaceutical, and food companies that must conform to FDA regulations, as well as general manufacturing companies that require a high level of quality compliance, such as those found within ISO standards.

The Enterprise Support Engineer (ESE) provides in depth, high-level technical support to MasterControl customers. The ESE maintains systems-level expertise and root cause-level troubleshooting while resolving advanced technical issues for our customers. ESEs work with fellow team members, service consultants, sales operations and other company resources to increase customer satisfaction and loyalty. ESEs are responsible for the identification of software defects and the reporting of such to engineering while providing interim solutions and workarounds when necessary. This position works with other internal resources to ensure that issues are resolved in a timely fashion. ESEs follow technical support industry standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required.

* Exceeding customer expectations by providing an individually tailored service experience * Identify and resolve customer incidents via incoming calls, emails, etc * Provide customers with knowledge regarding software functionality and best practices * Identify and reproduce software defects for submission to development * Provide Customers with root cause analysis and in-depth troubleshooting * Meet and exceed Service Level Agreements through effective incident management * Performs software implementation, installation and upgrades to MasterControl customers * Updates and maintains reports for customers and key internal contacts * Provides backup support to other Enterprise Support team members * Works directly with Escalation Engineers to assure resolution of critical customer issues * Provide and participate in technical training and knowledge transfer for new or complex products * As directed, performs special projects * Contribute to overall content and quality of knowledge base utilizing Knowledge Centered Support principle's * Contributes to the departments Key Performance Indicators (KPI) * Other duties as assigned

**Knowledge, Skills and Abilities:** * Excellent customer relationship and advocacy skills. Demonstrated history preferred * MS SQL experience / knowledge required * Solid general networking experience (LAN, WAN etc.) * Solid understanding of PC and server architecture and inter-connectivity * Programming experience / knowledge (Java Script, HTML) helpful * LDAP & Active Directory experience / knowledge desirable * Oracle experience / knowledge desirable * Superior Trouble shooting skills * Experience with Enterprise networks (servers, topology, connectivity etc.) * Attention to detail * Solid writing and communication skills * ITIL Certification preferred **Minimum Requirements:** * Four-year technical degree or equivalent experience is required * Experience with providing customer centered technical support