Sr. Technical Support Engineer (Enterprise Product Support)

Automation Anywhere; San Jose (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

Automation Anywhere is looking for a Sr. Technical Support Engineer in San Jose, California. The position requires 5+ years of experience in technical support or system integration, outstanding troubleshooting skills, and strong communication abilities. Responsibilities include resolving complex technical issues, providing customer support, and documenting the progress of these issues.

This role offers the chance to be part of a leading company in Robotic Process Automation, with opportunities for personal and professional growth.

Qualifications

• 5+ years experience in Technical Support, professional services, IT consulting or System Integration.
• Outstanding troubleshooting skills are required.
• Must have ability to take ownership of projects and improve processes.

Responsibilities

• Triages and resolves complex product issues.
• Provides support to customers, resellers, and field engineers.
• Documents customer technical issue resolutions.

Skills

Technical support skills

Communication skills

Networking knowledge

Troubleshooting skills

Teamwork

Education

Bachelor's degree in Computer Science or Engineering

Tools

Citrix XenApp and Xendesktop

VMware View

Microsoft Server OS

Cisco Networking

Job description

Sr. Technical Support Engineer (Enterprise Product Support)

• Full-time

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. For additional information, visit www.automationanywhere.com.

Automation anywhere is seeking a Technical Support Engineer.

Primary Responsibilities

• Triages and provides technical expertise in resolving complex product issues
• Provides support to direct customers, resellers, and field engineers
• Documents sequence of events related to resolving customer technical issues
• Test, organize and report the progress of on-going issues on a regular basis
• Prepare and summarize customer input/comments on product features/capabilities for product marketing and planning
• Provide training for internal support staff

Minimum Qualifications

• Top‑notch communication, organization, and technical support skills are essential
• The ability to work as part of a team with a total commitment to customer satisfaction
• 5+ years experience in Technical Support role, professional services, IT consulting or System Integration role
• Ability to take ownership of projects and improve processes
• Experience/knowledge of Networking - practical application of technologies, protocols, and related standards including TCP/IP, HTTP, HTTPS, XML, LAN, WAN, Routers
• Knowledge of Active Directory, Load Balancers and various databases preferred
• Citrix XenApp and Xendesktop experience (CCEA a plus)
• VMware View experience (VCP a plus)
• Microsoft Server OS 2003/2008 and Windows XP Pro/Windows 7 experience (MCSE a plus)
• Cisco Networking Experience (CCNA a plus)
• Outstanding troubleshooting skills
• Duties may require being on call periodically and working outside normal business hours
• Bachelors degree in Computer Science or Engineering preferred

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