信必优公司

信必优招聘技术支持工程师

JOB TITLE: Technical Support Engineer
LOCATION: Beijing, China

Brief Description of Job Duties: Provide technical customer support of FileNet products/systems to ensure customer expectations of product and service are satisfied.

Provide basic to complex support for FileNet customers via live telephone, email, and other support channels as required
Conduct independent case research using company supplied research tools, databases, knowledge bases, product/system testing, Internet, etc., in order to find solutions to customer reported problems.
Actively participate in team and department level meetings to exchange technical knowledge, case status, etc. via open discussion. Take leadership role to create and conduct transfer of information (TOIs) as required to share information across the team and department, and assist peers as needed.
Effectively utilize customer support soft skills to maintain a positive working relationship between FileNet and its customers and partners.
Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction as measured by customer satisfaction surveys.
Act as mentor for junior level engineers by cross-training on FileNet products and other software products in your specialization area.
Contribute to the technical knowledge base by creating technical solutions, FAQ’s, whitepapers, etc.

Experience & Skills: A minimum of 1 to 2 years of technical support experience in a call center environment or equivalent is preferred. Requires knowledge of engineering or computer science principles, theories, concepts, practices, and techniques as they particularly apply to work performed in the respective area of client/server based product line including UNIX or Windows environments. Requires an understanding of related disciplines. Knowledge of company products and all potential applications and associated languages is strongly preferred. Must have ability to understand and explain technical issues. Effective English written and verbal communication skills required. Knowledge in at least several of the following areas is also required: Java; Java Programming; .NET; Content Management; Records Management; web based applications; SQL; Oracle; Application server - WebSphere; WebLogic; TomCat; JBoss; LDAP; IIS; XML.

Education: Generally requires at least a Bachelor of Arts/Science Degree in appropriate discipline or equivalent along with 1 to 2 years of appropriate experience.

Additional Remarks: Work hours are Monday – Friday 8:00 a.m. – 5:00 p.m. Must be willing to work on weekends providing “all hours” of support, as needed. Must be able to sit at a workstation for long periods and to manipulate a computer keyboard and mouse. Must be sufficiently sighted to review complex documents. Must possess both verbal and written English language skills to clearly communicate technical information to our English language customers. Must be able to lift thirty (30) pounds. Travel may be required, and the location would vary from USA, Ireland, or Singapore facilities. Job Duties, Roles & Responsibilities are subject to change, as needed.
关于我们
       信必优的技术服务和外包解决方案使客户成为全球的领导者。我们的客户利用我们全球的IT资源和一流的项目交付模型降低成本，加速软件工程和测试周期，并且向全球任何一个地方，任何一种语言扩展。
       信必优由来自 IBM 国际研发实验室的几位高级管理者于 1994 年创立，现已成为全球领先的软件开发和全球化企业，是在客户开发团队的基础上成本效益提高的延伸。我们的客户包括 AOL、CA、Citigroup、IBM、Intel、MasterCard、Mercedes Benz、Microsoft、Nokia、Nortel、Oracle、Palm、Sony、FileNet，以及全球 300 多个领导厂商。
       利用在美国和亚洲的6个开发中心和12个办公室，信必优提供给客户全面的外包方案的选择，包括Onsite, Offsite, 和 Offshore 的团队。我们全球的团队紧密联系，提供给客户统一的联络方式，方便客户和我们的沟通。信必优基于广泛全面的商业和科技知识，提供给客户多样的服务形式和精深的技术，带给客户可扩展和低成本、高效的外包解决方案。
        我们的公司名称 — 信必优 (Symbio) 源于单词 symbiosis（共生、互利、合作）。共生体现了我们的哲学观点和核心价值：我们的公司要让我们的客户、股东、合作伙伴，当然还有我们的员工都能够受益于最大化所有利益的和谐关系。
       全球办公室：北京、华盛顿特区、硅谷、西雅图、洛杉矶、武汉、上海、大连、成都、台北、胡志明市、东京。