• Support Engineer

    Location US-MA-Burlington
    Job ID
    88289
    Function
    Engineering
  • Overview

    At Zebra, we’re reinventing how businesses operate at the enterprise edge - helping them run faster, smarter, and more connected than ever before.

     

    A dynamic community of builders, doers and problem solvers, we each play a unique role - shaping new technologies, bringing solutions to market, and partnering with companies on the front line of business.

    Being a part of Zebra means making your mark as we make digital transformation a reality.

    It means growing into a leader at a leading company that makes a distinct difference - because together, we’ve only just begun.

     

    Build Today. Create Tomorrow.

    Join a team of builders, doers and problem solvers.

    Join Zebra.

     

    Zebra Technologies has acquired Profitect Inc., a leading provider of prescriptive analytics for the retail and consumer packaged goods industries. The addition of the Profitect solution offerings, technology, talents team and culture to Zebra expands our relevancy deeper and wider in global retails operations.

    As a Support Engineer you will know all the components of our software inside and out. You will be a key link between our customers, customer success and product development teams.

    This position offers the ideal candidate the opportunity to work with a great team of people and a chance to gain experience with cutting edge technology involving all the areas of the Profitect suite. As a Support Engineer, you are a member of a team which provides application support to internal/external customers worldwide.

    Responsibilities

    Job Responsibilities:

    • Resolve clients’ questions or issues in the areas of product functionality, system configuration/setup and bugs/enhancements over email or phone.
    • Serve as a support liaison between the company and customer and document support incidents in the required tracking systems.
    • Proactively keep customer informed of how and when problems are resolved with focus on retention and reference ability.
    • Collaborate with cross-functional teams including Customer Success, R&D, Operations and Sales.
    • Other responsibilities include, among others, testing, training, and defining and following support procedures and supporting implementations.
    • Refer to other support, product management, development and quality assurance teams, as appropriate.
    • Focus on developing knowledge in specific product suite or operating environments.
    • Contribute information to the Support knowledge base.
    • Manage workload effectively and efficiently, following Support Procedures to ensure successful completion of tasks.

    Qualifications

    • Bachelor’s degree in Engineering, Computer Science or related field required 
    • 3+ years of work experience in Support/QA Engineering roles required
    • Good problem solving and analytical skills.
    • SQL knowledge
    • Excellent interpersonal and communications skills. Including strong English written/verbal communication skills; good presentation skills.
    • Comfortable with direct customer interaction and supporting a team.
    • Ability to effectively communicate complex technical engineering software features/applications to end users and leverage internal resources.
    • Strong problem-solving skills; ability to thrive in fast paced environment; strong desire to learn.
    • Strong organizational skills; ability to handle multiple tasks simultaneously and manage priorities effectively.
    • Flexibility required to work outside of the defined role

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