Overview: As a member of the Customer Support team at RW3, the tier 2 escalated support team member will work with other support team members, documentation specialist, application/report developers, DBAs and IT staff to troubleshoot and enhance applications for the Web, Windows and Mobile platforms, and reports. You’ll partner with account managers and system administrators/customer support staff to understand our clients’ business needs, and then work to resolve bugs and unexpected or undesirable behavior in our applications to maximize value for our clients. You’ll review and modify code on n-tier application architectures and become familiar with relational database schema design and implementation. Finally, you’ll perform pre-identified updates to data directly through SQL in a customer’s transactional database.
-- Manage and prioritize escalated support issues that are escalated from the customer support team.
-- Research, evaluate, and provide suggested fixes for issues on RW3 products or reports.
-- Make code changes on customer products applications for the Web, windows and mobile platforms, and reports to resolve issues.
-- Create and maintain SQL scripts and instructions in a version control environment.
-- Code review/test bug fixes, minor code changes, or data update scripts made by other team members.
-- Work on small projects requested by the customer or for the support team in-house.
-- Follow the engineering teams’ policies and procedures in regards to coding standards, version control, deployment/rollback instructions etc.
-- Advise, coach, and mentor customer support team in order to help them resolve customer issues and expand their technical knowledge.
Knowledge in the following areas:
-- Database design and security
-- Structured query language
-- Computer hardware including cards, boards, memory, etc.
-- Different types of computing platforms (desktops, laptops, tablets, handhelds, PDA, iPad)
-- Microsoft Windows Operating Systems (Multiple Platforms) & iOS
-- Microsoft Office Applications (Outlook, Excel, Word, Access, PowerPoint)
-- Various server environments (IIS, Apache, Linux)
Useful professional skill sets include (but are not limited to) the following:
-- Developed analytical and troubleshooting skills
-- Strong ability to think critically and analytically
-- Work well under pressure with minimum supervision in a fast-paced environment
-- Ability to prioritize & complete tasks in a timely manner
-- Excellent communication skills both written and orally
-- Bachelor’s degree from an accredited four year Computer Science / Computer Engineering / Electrical Engineering or program
-- One or more years of industry experience supporting Web and windows-based software
-- One or more years of industry experience on a customer support team
-- Must be located in the Austin, TX area (or be able to relocate by personal expense)
-- Must be able to work Full time, M-F, regular hours
-- Background check will be conducted in final interview process
RW3, Inc. provides the business intelligence that powers smarter decisions. We partner with global brands to help them identify business objectives, gaps in performance, and sales opportunities. Our strategic consulting, custom analytics, and flexible technology allow our clients to expand market share, improve sales force efficiency, and maximize return on investment. RW3 is headquartered in the San Francisco Bay Area, with a technology office located in Austin.