We are responsible for resolving issues in our complex software stack for our global retail customers. Whether it's bug fixes or providing other creative solutions, we are essential in maintaining world-wide revenue flow for top 25 retailers.
Every day, our team learns something new. If you are passionate about learning daily, this is the team to join. We are continuously exploring and building new support methodologies and techniques; enhancing our support processes; creating debugging tools; interacting with customers; and improving our team's soft and hard skills.
Your creativity and drive for positive changes is required, not just to propose solutions but also to take ownership of implementation. This could be in our internal Stack Overflow support instance, modifying or creating new Jenkins jobs, test automation, changing or adding new customer environments in our support infrastructure (virtualized or physical). We have a lot to do, and we are looking for great technical people like you to be part of a team that delivers outstanding SW support.
Responsibilities: Software Support Engineer:
Respond to customer SW Support requests in a timely and accurate way, via our ticket system, phone, email.
Analyze traces/customer logs to identify product configuration problems.
Attempt the recreation of customer issues on his/her local environments (virtual or physical).
Update our internal/external databases with information about technical issues and useful discussions with customers.
Share feature requests and effective workarounds with customers and team members.
Keep customers informed about issues being worked/analyzed, providing frequent, and meaningful updates.
Follow up with internal teams and with customers to ensure their technical issues are resolved.
Gather customer feedback and share with our Product, Sales and Marketing teams.
Drive Software improvements upstream to development and test groups to reduce defects getting to the field.
Engages with other functions and organizations to resolve issues (e.g., other products, services, HW/drivers, etc.).
Contributes to efforts to optimize current processes, often collaborating with other groups within Support to improve day-to-day activities.
Performs other related duties as assigned.
Bachelor's degree in computer science/computer engineering or equivalent experience.
+5 years of experience working in software development and/or support, with strong knowledge of software development life cycle process.
Solid ability to effectively prioritize work, juggling daily support responsibilities, responsiveness to customer.
Excellent interpersonal and communication skills.
Solid Problem Analysis and Solving Skills: solid ability to troubleshoot a complex issue down to potential contributing components, identify root case if possible or gather supporting evidence for escalation.
Solid ability to work with customers or customer representatives and Product Management to understand defects business impacts and translate them into efficient response to customers.
+5 years of Java development/support experience.
+5 years of C development/support experience.
+2 years of relational DB development/support experience (SQLite, PostgreSQL, or DB2)
Experience with customer SW support.
Experience with Supporting and maintaining Cloud applications (SaaS, IPaaS, PaaS) is a plus.
About the Company:
Toshiba Global Commerce Solutions is a dynamic billion dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowes Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, CVS, Boots, Cencosud, BJ's, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.
The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy.
Toshiba Global Commerce Solutions is an equal employment employer and is committed to providing employment opportunities to minorities, females, veterans, and disabled individuals.
DIVERSITY, EQUITY & INCLUSION:
We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We're passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future.