Application Support Engineer

The Application Support Engineer applies deep technical and customer support experience to deliver high quality support services and programs that achieve excellent customer satisfaction to our Contenta Publishing product suite customer base. The position builds strong credibility with customers and internal stakeholders through superior customer service skills and technical know-how. 

The Application Support Engineer is responsible for dealing with 1st level and 2nd level support requests from RWS’s customers and partners, according to the support procedures in order to obtain high customer satisfaction and reference-able customers. 

The Application Support Engineer will also provide support to other internal departments including but not limited to Pre-Sales and Professional Services Engineers.

About Contenta 
 

Contenta is part of RWS’s content management platform focused on the Aerospace & Defence market. Contenta streamlines the content value chain to deliver the most accurate and up-to-date technical content possible.  

 
For further information, please visit: RWS Contenta 

Key Responsibilities

Operational Excellence – Effectively and efficiently supports customers on a variety of products by providing advice and guidance on the use of products and resolving issues. Independently manages and prioritizes workload to achieve deadlines and Key Performance Indicators (KPIs).

Delivers Quality, Value, Results – Applies deep customer service and software skills to quickly determine the nature of the customer issue and identify an appropriate course of action. For example: user errors vs. software issues. Escalates issues and involves others where needed to achieve a successful resolution.

Functional Excellence – Improves customer service by contributing to knowledge management resources, identifying and communicating software defects and/or enhancements to product development, and identifying new information that would be helpful to customers.

Relationship Building – Builds strong working relationships internally in order to collaborate on solving customer issues. Leveraging technical and customer knowledge, offers credible input to product development on software bugs and enhancements.

Products Supported: The Contenta Publishing Suite consists of Contenta, Contenta S1000D, LiveContent S1000D, and XPP.

Additional Job Specific Responsibilities 

• Provide product support to customers, partners and internal departments according to the support procedures in order to resolve problems of different complexity levels
• Meeting the service level as agreed with our customers, partners and the internal organization
• Provide technical support and update customers and partners in a timely manner, this in accordance with the support and maintenance agreements via phone, email, and direct remote connection
• Ability to work effectively with multiple different groups of varying technical skills
• Authoring Knowledge articles and white papers where required for internal and external audiences
• Submits enhancement requests and defect tickets to engineering for issues identified
• Maintain a working relationship with Customers, support teams, QA, and Engineering
• Contribute to the RWS philosophy that Support Services are a true differentiator
• Able to work extended or off-hours for customer critical emergencies if needed
• Able to travel on occasion
• Review development documentation and provide feedback on Customer Support and Customer Requirements

Skills required

• Bachelor degree or equivalent 3 – 5 years working experience / training
• Excellent application / software troubleshooting and problem resolutions skills
• Experience in an application / software support role
• Understanding of and experience with case handling processes and understanding of R&D development cycles and release management
• Working knowledge of Windows (Client/Server) and/or LINUX server
• Experience in installing, configuring, and supporting web and SaaS applications (products) in Windows and/or Linux environments
• Working knowledge of Databases - Oracle or MSSQL or MySQL database, SQL scripting
• Knowledge of any of the following a plus, Content Management System (CMS), Publishing System, Networks, VM’s, Tomcat, Perl, Java or Microsoft Azure.
• Knowledge of SGML, XML, XSL or XSLT, CSS, S1000D standard, a big plus

Performance Criteria / Personal skills 

• Excellent listening, communication and conflict resolution skills
• Highly service minded, driven and enthusiastic, detail oriented, team-player
• Tuned in to customer needs and able represent customer urgency and priority to the rest of the organization
• Able to shift priorities quickly and display a positive approach when facing obstacles
• Driven to achieve results through a logical and systematic approach
• Fast and engaged learner of new technologies and products
• Strong self-study trait to help expedite the product learning process
• Strong organization skills and desire to see things through

Benefits

• Amazing benefits! (Seriously!)  
• Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave. 
• 401(k) Retirement plan with company match. 
• Company-wide agile work policy with flexible work arrangements. 
• Opportunities for training, professional development, and personal growth. 
• Smart, engaged co-workers and a global culture of diversity, innovation, and opportunity. 

Base Pay

$75,000 - $85,000 / year 

Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made. 

Location

Remote US – PST working hours (11:30am – 8:30pm EST)

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Covid Vaccination - All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.