Technical Support Engineer - Orlando, FL and United Kingdom
Pentaho - Orlando, FL

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Position
Technical Support Engineer

Location
Orlando, FL and United Kingdom

Summary
Pentaho is looking for an individual who is a talented and excellent troubleshooter with exceptional communications skills. This individual is the first point of contact for customers and will interact directly with the customer to troubleshoot, document defects or enhancements, and answer a wide variety of technical and best practices questions related to Pentaho’s business intelligence and data integrations products. You will work closely with other teams within Pentaho such as QA, Engineering, Professional Services, Sales and others. We rely on our customer support team members to strive to be the best technical support team among the business intelligence community. Your Responsibilities
  • Provide general product support for installation, configuration, and implementation of the Pentaho Software Suite in a timely manner with a high level of communication and appropriate establishment of expectations.
  • Document defects and enhancement requests for the customer
  • Communicating effectively with the Pentaho Engineering and Product Management teams to reproduce, resolve and document support cases as an advocate for the customer
  • Maintaining an accurate and complete description of cases managed through Pentaho's case tracking and problem management system.
  • Contributing knowledge on a regular basis to the Pentaho Knowledge Base, FAQs, examples and how-to’s for publication for customers and the company knowledge system.
The right candidate for this position enjoys providing support to other IT professionals in a fast-paced environment with lots of technical variety.

Required Skills
  • Professional experience in troubleshooting, maintaining, or developing data-driven applications connected to relations databases, XML sources, web services, flat file, and big data driven backend system.
  • Hands-on experience on one of the following core technologies including:
    • Web development tools like Java, JSP, XML, HTML, JDBC/JNDI, and others
    • Operating Systems like Linux, Windows, Solaris, and others
    • Application servers like Tomcat, JBoss, Websphere, Weblogic and others
    • Databases like Oracle, MySQL, SQLServer, BigData, and others
    • Client-side technologies like javascript
  • Excellent analytical, debugging and problem-solving skills
  • Quick Learner
  • Ability to systematically assess and accurately diagnose software-related problems (both individually and within a team setting)
  • Ability to interact effectively and empathize with customers
  • Prior experience (2+ years) installing, administering and maintaining computer systems and applications in an enterprise IT environment
  • B.A. or B.S. Degree from an accredited university (may substitute an Associate’s degree plus 4 additional years of experience)
  • Other Knowledge Skills etc.
    • Fluency in multiple languages (English, French, German, Spanish) a plus
    • Professional technical certifications a plus
    • Experience deploying Business Intelligence (BI) related software and/or building reports within BI related software is a big plus.
    Must haves
    • Passion to explore new technologies
    • A sense of urgency when interacting with customers
    • Ability to manage customer expectations
    • Understanding of the importance and value of good communication
    • Ability to work efficiently on multiple active support cases, effectively “switch gears” and manage multiple time-critical tasks
    • Resourcefulness
    • Attention to detail
    Company Pentaho has established itself as the clear leader in commercial open source business intelligence and is growing its bookings, customer base, and team rapidly in a challenging economy. Because Pentaho's commercial open source model provides a lower-cost alternative for enterprise-class BI, Pentaho is getting attention from leading analyst firms like Gartner, and racking up public wins over traditional players like Business Objects (SAP), Cognos (IBM), Microstrategy, Hyperion (Oracle), QlikTech, Informatica and Microsoft. With an experienced team of BI and open source veterans, Pentaho is well-positioned for continued growth in the BI market, with presence in North America, Europe, Asia Pacific and Latin America, supplemented by a Global Reseller network. Finally, Pentaho is a fast-moving, fun start-up where employees at all levels and in all departments can make a difference, develop new skills, and enjoy the pace and excitement of disrupting a major enterprise software market by delivering better value for customers. We offer a competitive salary and comprehensive benefits package which includes medical and dental coverage, life insurance, and 401 (K) plan.

    Please forward cover letter, resume and salary requirements to resumes@pentaho.com

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