Principal Technical Support Engineer

Automation Anywhere; San Jose (CA); On-site; USD 100,000 - 130,000; Full time

Job summary

Automation Anywhere seeks an experienced technical support professional to ensure high-quality enterprise-class product implementations. Candidates should have 11 to 15 years of experience, a Bachelor's degree in IT or Computer Science, and strong technical troubleshooting skills.

The position demands excellent communication and customer management skills. Responsibilities include overseeing customer interactions, conducting technical analyses, and providing team support. Join a leader in Robotic Process Automation in San Jose, California.

Qualifications

• 11 to 15 years of work experience is required.
• Proven experience in Enterprise Application Technical support.

Responsibilities

• Provide technical assistance to team members.
• Participate in customer technical discussions.
• Conduct thorough analysis/consultation of customer’s business requirements.

Skills

Technical troubleshooting/debugging

Customer management

Problem-solving

Multi-tasking

Communication skills

Education

Bachelor’s degree in Information Technology, Computer Science, or equivalent

Tools

Windows systems

Visual Studio

C#

IIS troubleshooting

Citrix

Virtual Environments

Database

Job description

Automation Anywhere is the leader in Robotic Process Automation (RPA), the platform on which more organizations build world‑class Intelligent Digital Workforces. Automation Anywhere’s enterprise‑grade platform uses software bots that work side by side with people to do much of the repetitive work in many industries. It combines sophisticated RPA, cognitive and embedded analytic technologies. Over 1,100 organizations use this AI‑enabled solution to manage and scale business processes faster, with near‑zero error rates, while dramatically reducing operational costs. Automation Anywhere provides automation technology to leading financial services, insurance, healthcare, technology, manufacturing, telecom and logistics companies globally.

Job Description

Roles and Responsibilities:

• Technical troubleshooting/ debugging experience, programming experience, knowledge in a database, SQL queries.
• Total 11 to 15 years of work experience
• Minimum 3+ years of strong product implementation experience (SSL, multi‑tier architecture) for an enterprise‑class product.
• Minimum 4 years solid support or technical service delivery experience to global customers
• Well versed in enterprise product architecture.
• Ability to understand and articulate the customer requirement well
• Extremely customer focused and excellent at customer management
• Deal with ambiguity and resolve issues by leveraging the technical and product knowledge
• Be on top of the AA products, offerings and day to day business operations
• Provide feedback on an ongoing basis and coach engineers on improving communication skills, technical ability and speed of customer and internal deliverables.
• Provide technical assistance to the team members and help to expedite resolution of customer issues
• Develop self and teams technical skills through active participation in relevant events, training, mentoring and communities.
• Participate in a technical discussion with customer
• Escalation management
• Perform implementation of solutions in complete IT infrastructure environment including HA and DR deployment.
• Perform business consulting to propose a solution to meet organization’s security practices.
• Conduct thorough analysis/consultation of customer’s business requirement

Qualifications

• Bachelor’s degree in Information Technology, Computer Science or equivalent
• Proven working experience in Enterprise Application Technical support
• Working knowledge of Windows systems, Visual Studio, C#, IIS troubleshooting, Citrix, Virtual Environments.
• Basic knowledge of Database, VB/Java scripting, Excel macros
• Basic knowledge about Active Directory, Windows Server 2012 onwards, Cluster
• Working knowledge of HADR
• Strong problem‑solving and multi‑tasking skills
• Excellent written and verbal communication skills
• Ability to speak and write clearly and accurately

Additional Information

All your information will be kept confidential according to EEO guidelines.