Product Support Engineer

| Cambridge

Attivio is looking to hire a Product Support Engineer. In this role, you will work directly with our Fortune 500 customers and partners to solve complex technical issues with Attivio’s Big Data and search products. This position involves exposure to enterprise-level applications, complex distributed systems and Java troubleshooting. Our ideal candidate will have a software support background interfacing with customers and a drive to work at the code level. The incumbent in this role will be expected to participate in a low-volume monthly on-call rotation.

Responsibilities:

  • Resolve a variety of live customer technical issues 
  • Handle escalated cases, perform root cause analysis and develop resolution plan.
  • Collaborate with the R&D, QA and Operations teams to resolve technical product issues.
  • Apply Attivio’s Best Practices support methodology and document key technical solutions in Confluence.
  • Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs.

Qualifications:

  • Bachelor’s Degree in Computer Science, Engineering, Math or another quantitative related field
  • 2 + years of experience in Technical Support, QA or related field with a demonstrated track record of technical competence and customer satisfaction
  • A keen analytical mind and advanced problem-solving skills coupled with a commitment to extraordinary customer experience
  • Proven aptitude to manage multiple tasks in a fast-paced, dynamic environment while meeting critical SLAs and deadlines.
  • Working knowledge of Java source code and SQL query syntax and functionality
  • Experience with both Windows and Linux and an understanding of factors that affect performance
  • Experience troubleshooting network and server issues (TCP/IP, HTTP, SSH)
  • Prior exposure and ability in reading OS level logs, system logs, and proprietary application logs
  • Familiarity with Hadoop, Managed Services, and REST
  • Excellent communication skills
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • HBaseDatabases
    • HSQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • BalsamiqDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • DrupalCMS
    • SalesforceCRM
    • OutreachEmail
    • MarketoLead Gen
    • DriftLead Gen
    • ZoomInfoLead Gen

Location

We are moving to 100 Summer St Boston, MA in the spring of 2019! We can't wait to start our new journey in Boston! #AttivioOnTheMove

An Insider's view of Attivio

How does the company support your career growth?

I've been able to grow a lot at Attivio. After completing two internships at Attivio I was offered a position as a QA Engineer. After a few years I transitioned to a Solution Architect role where I'm working with our customers to demonstrate Attivio's value.

Mavis Zhang

Solution Architect

What is your vision for the company?

I'm excited to lead Attivio through our next stage of rapid growth and cement our position as the dominant leader in the enterprise search and big data discovery markets.

Stephen Baker

CEO

How do you empower your team to be more creative?

You want to create a place where people are empowered to propose new ideas and are motivated to excel from within.

Dorit Zilbershot

VP, R&D

What are Attivio Perks + Benefits

Attivio Benefits Overview

There's work. There's life. And we recognize they are interwoven and overlapping. That's why subscribe to "work-life blend" - to give employees the flexibility they need to keep their life on track, and still be a contributing and successful Attivian. Our benefits reflect our company's commitment to the whole person.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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