Verint Systems, Inc. Partner Support Engineer in Denver, Colorado
Partner Support Engineer
Job ID 14857
Overview of Job Function:
Verint is seeking a Partner Support Engineer to join our Public Safety team. The Partner Support Engineer will be responsible for staging deployments, certification test support, and post-sale issue resolution in partner owned facilities.
The PSE will work with Partner Program Management to schedule time to install, optimize, and provide customer demonstration of the required Verint recording solutions. In order to meet all project milestones, the PSE will work closely with Verint Public Safety Program Management and cross-functional teams. Additionally, the PSE analyzes and evaluates technical problems and/or functionality questions within the software based on the application, data source, or integration with external applications. The role determines the best course of action to resolve the problem or inquiry.
The PSE will also be responsible for providing testing support by making sure Verint systems are updated and optimized. This support is a key function as the partner incorporates Verint products into system-wide certification testing which is required before a product is sold.
In this role the PSE will work with Verint Public Safety Engineering and Product teams.
Principal Duties and Essential Responsibilities:
•Support Verint Public Safety product staging at our partner location in Elgin, Illinois. This includes Verint recorder installation, configuration, optimization, and customer demo.
•Support Certification testing at our partner facility in Schaumburg Illinois.
•Support Post-Sale issue resolution through our partner System Support Center in Elgin, IL.
•Participate sales team’s weekly status meetings.
•Participate product house release planning and enablement activities.
•Participate relevant product design meetings and provide feedback from experience.
•Assist customers with assigned technical support issues that are reported via telephone, web and email.
•Provide accurate analysis, troubleshooting and testing of technical issues.
•Ensure the highest level of communication with the customer to meet Verint’s contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, complete, and timely solutions in a professional manner while demonstrating the highest level of customer service.
•Facilitate resolutions with Verint’s customer contacts and with other members of the Verint organization (sales, services, product house, etc.) as necessary in the course of problem resolution. Technical guidance may be provided by a Senior Product Support Engineer and/or Technical Lead.
•Follow and maintain all standards for tracking and documenting issues throughout the lifecycle of a support case.
•Meet or exceed customer satisfaction objectives.
•Demonstrate a complete understanding of the features and functions of assigned products.
•Develop and maintain product knowledge relevant to product offerings, current support policies and methods of support delivery in order to quickly provide technically accurate and complete resolutions.
•Deliver internal training on their area of expertise to other members of the team, as necessary.
•A 4-year college degree in Computer Science, Engineering, or related field,or equivalent experience.
•A minimum of 3 years of professional experience in system level service, support, or test of software in public safety or voice recording related industry. Including 2 years of professional experience in customer facing roles, preferably in service or support roles, 2 years of professional experience in deploying enterprise software, preferably in tele-communication related products, and 2 years of professional experience in MS SQL Server.
•Excellent written and verbal communication skills.
•Have a solid understanding of Microsoft Windows operating system fundamentals and troubleshooting operations, including registries, services, and event viewers.
•Possess strong analytical and troubleshooting skills with a keen attention to detail.
•Strong project and time management skills.
•Ability to interpret schemas and/or author queries and stored procedures
•Experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience
•Experience in effectively dealing with customer service issues and handling customer conflict
•Familiarity with Contact Center operations and technology software and tools
•Ability to work a flexible schedule in the interest of customer satisfaction; may be required to participate in on-call rotations consistent with Support’s on-call practice
•Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
•Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG, etc.
•Prior experience with the installation, support, usage or administration of Workforce Management related products or Verint software
•Understanding of networking and protocols (TCP/IP, SMTP, etc.)
•Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols
•Ability to author technical articles to document found solution
•Experience with scripting in Windows environment
•Experience with computer hardware
•Experience in public safety industry