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Customer Support Engineer - demandware salt lake city, utah

Customer Support Engineer - demandware salt lake city, utah

Ad id: 1201179884628860
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What we say about ourselvesWe are a team that is focused on providing technical software application support to our mass retail customers. We are members of the Support Services team. We answer questions on function, usage of our software products, coordinate customer ready releases and installs across departments. We work at a fast:pace and expect high quality from ourselves. Come join our team and help drive global commerce innovation Learn more about our Product, Culture and Principles in these three videos : Product Overview, Company Culture and Operating Principles Role: As a member of the Support Services team you will be responsible for advocating between the customer and Demandware to ensure the success and the satisfaction of the customer with the usage of their Demandware products after implementation. This is not a call center type help desk position. This is a great opportunity for an individual with a strong background in retail supply chain management, experience with the planning and procurement of retail inventory, or store management.You will: Answer questions on the function and usage on retail management software applicationsProvide recommendations for configuration/setup of software applications including hardware, operating systems and database configurations.Responsible for troubleshooting and analysis of system bugs and enhancementObtaining and reviewing server logs and debug filesQuerying SQL databases to research and validate customer data, configurations, database objects, and logsProviding key production data fixes by updating and inserting customer data via sql client and a command lineDuplication of customer environments, and system configurationsDuplication and documentation of submitted issues in internal environmentsInvestigate, research, and resolve submitted issuesServer level investigation and troubleshooting using an SSH clientComplete final testing of customer enhancements. Working with the QA team to run test scripts and validate new functionality and defect resolution.Coordinate releases and installs with the customer and DemandwareServe as the primary liaison between Demandware and the customerCoordinate and communicate across multiple departments for planning and executing on customer projects and issuesCoordinate with a Project Management teamParticipate in an A?On CallA? rotation for after hours support for system down situations to restore availability of customer environments or to serve on a restoration team.You have: 5+ years experience in a customer applications support environment2+ years experience in a Customer Account Management RoleProficient PC skills for testing, troubleshooting, and ticket loggingGood communication and interpersonal skillsIntermediate SQL knowledge and experience in creating, executing sql queries in Oracle and Postgres databasesBasic Linux knowledge and experience using command line to navigate, update and research Linux based operating systems Even better: Experience in a retail environment using retail management software applicationsKnowledge of the Demandware product suiteExperience in the retail industryA degree in Computer Science, Information Technology or related areaProject Management experienceOracle experience Competitive pay and great benefits package available, including:Medical insuranceDental insuranceVision Insurance401(k) and Roth 401(k) with employer matchEmployer paid basic group term life insuranceEmployer paid long term disability insuranceShort term disability insuranceFlexible Spending AccountsHealth Savings Accounts with employer contributionsGenerous paid time off allowances that begin to accrue immediatelyDemandware is committed to providing Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, ancestry, sexual orientation, handicap or disability, Vietnam:era, special veteran, or any other legally protected status. This policy is establish


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Last Updated on: December 16, 2017
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