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Developer Support Engineer

Company: M-files
Location: Austin
Posted on: January 16, 2022

Job Description:

COMPANY OVERVIEW:

M-Files is making waves in the large and growing market for Intelligent Information Management Solutions. M-Files has achieved tremendous year-over-year growth and is recognized a leader by Gartner and Forrester. M-Files is a global company with 500+ employees, 8,000+ customers with offices worldwide.

M-Files Enterprise Intelligent Management Information Solutions transform how businesses manage, secure and share information with a unique metadata-powered approach that organizes and processes content based on what it is, rather than where it resides. Thousands of businesses in over 100 countries use M-Files on-premise, in the cloud or in hybrid environments.

SUMMARY:

Developer Support Engineer manages technically demanding cases that require deep technical expertise and assists other Support colleagues in analyzing and troubleshooting the most challenging problems. Developer Support Engineer follows actively technology/product development and actively shares that information amongst Customer Support.

Developer Support Engineer manages independently own tickets and customer communication, escalates and manages escalations independently, understand business implications and keeps management informed.

Developer Support Engineer has deep technical expertise of M-Files products and underlying technologies and has good problem solving skills. The ideal fit has a good understanding of the software design and coding practices, programming languages and tools used in M-Files.

Developer Support Engineer demonstrates expertise in customer service and has excellent communication skills both verbally and in writing.

RESPONSIBILITIES:

  • Solve tickets according to service level agreements and support processes
  • Support other Customer Support Specialists with the most demanding cases
  • Take ownership of dev-support requests and work directly with customers when needed
  • Write knowledge base articles to enable self-service and proactive solutions
  • Create bug and improvement reports in Tracker to improve product quality
  • Analyze product issues to verify if R&D Engineer involvement is necessary
  • Identify root causes between issues and propose corrective actions
  • Share information of found issues and troubleshooting practices to colleagues
  • Identify and share important information widely to all relevant parties

    Requirements
    • Wide technical expertise and Software development experience
    • Skills in programming and scripting languages and tools used in M-Files; C++, SQL, JavaScript, C#, VisualBasic, .NET, various web technologies, Visual Studio, Powershell, VBscript, JavaScript
    • Ability to analyze error situations at code level
    • Knowledge in target environments like Windows, Windows Azure, iOS, Android, Web Browsers
    • Wide knowledge of IT technologies including, network technologies, routing, AD, firewalls, IIS, Citrix, Terminal Service, Rest API
    • Knowledge of relational databases and particularly MS SQL and Firebird
    • Knowledge of M-Files products
    • Knowledge of target environment's operating system programming interfaces
    • Knowledge of target environment's operating systems and ability to configure them.
    • M-Files software development process and especially how Scrum is applied in M-Files
    • Analytical troubleshooting skills
    • Skills to analyze problem situations and find root causes
    • Communication and networking skills

      Benefits

      Why M-Files?

      We are a global company with Finnish roots and with our own product that we are greatly proud off!

      By joining M-Files, you will get the opportunity to contribute to our success and growth, while developing your own expertise. Our team is fun, and our solutions are changing the market!

      Our guiding principles of 'Make it happen', 'Help others', and 'Love customers' are highlighted through our daily actions as a team. Transparent communication and outstanding team spirit were listed as our strengths in our M-Filer Experience survey last fall.

      What We Offer:
      • Inclusive and dynamic culture (virtual and in-person)
      • International team of top performers
      • Flexible work/life balance
      • Remote working environment (possible)
      • Career growth opportunities
      • Competitive compensation and benefits package (PTO, 401K, Health Insurance, etc.)by Jobble

Keywords: M-files, Austin , Developer Support Engineer, IT / Software / Systems , Austin, Texas

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