CUSTOMER SUPPORT ENGINEER LEVEL 1

Locations: Hamilton, NJ

Department: Support

Description

Voxware, Inc. a leading supplier of voice–based solutions for the logistics workforce is seeking an experienced Customer Support Engineer. 

The key responsibility of this position is supporting our "Voice Management Suite" product, which utilizes state-of-the-art technology and our industry-leading voice recognition engine to dramatically improve the operation of our clients’ distribution centers. 

In this position you will be working directly with customers as well as internal teams to resolve complex technical issues. A desire to troubleshoot and be at the center of issues is required.

Essential Duties and Responsibilities

  • This is a highly customer-centric position, and it is expected that this person will maintain a professional and pleasant manner at all times
  • Perform expert level investigation of customer issues, identifying their root cause, and correcting when possible
  • Coordinate with Level 2 Engineers, implementation engineers, developers, and project managers to resolve client issues
  • Ability to document problems in a timely manner in order to maintain a knowledge base of accurate, precise problem symptoms and their resolutions to improve the effectiveness of our team and the information available to our clients
  • Document and track software changes accurately with defect management tools
  • Flexible schedule and on call hours required

Essential Knowledge, Skills, Abilities and Background

  • Significant experience performing technical support activities for an enterprise software product
  • Strong knowledge of various operating systems (Windows, Linux, Unix)
  • Debugging and troubleshooting of software applications in a networked environment
  • Linux and Windows operating systems administrative capability
  • Strong skills in server, wireless networking and wireless hardware support
  • Familiarity with Java Applications, Tomcat, Apache Web Servers
  • Familiarity with multiple database environments like Oracle, MySql, MS SQL Server
  • Ability to develop and interpret technical documentation
  • Ability to work independently and as part of a team
  • Ability to work a variety of shifts for support coverage including statutory holiday rotation
  • Excellent oral and written communication skills
  • A passion for problem solving and ensuring customer satisfaction
  • Pluses include: familiarity with Speech Recognition applications, Warehouse Logistics and the Supply Chain industry

CERTIFICATIONS:

The following certifications are desired but not required:
A+ or Network+ or Server+
MCTS or MCITP
CCENT or CCNA

Voxware is a dynamic, professional, fast-paced company offering an attractive compensation and benefits package, including a comprehensive health insurance plan, 401(k) plan, paid time off, and a flexible work environment. 

Please submit your cover letter and resume to:

devjobs@voxware.com

or

Voxware, Inc.
Attn: Customer Support Engineer Level 1
300 American Metro Blvd., Suite 155
Hamilton, New Jersey 08619