Support Engineer I

Job Description

The Support Engineer I is responsible for the client s success in using the Duck Creek solution by driving the resolution of raised client issues, providing updated information on future releases, and clearly responding to base software related questions.ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

• Communicates directly with the customer(s) via web meetings and incident tracking workflow
• Communicates directly with Customer Service Managers to provide status updates in a timely manner for high priority incidents
• Qualifies incidents submitted by third-party implementation teams or customers by identifying gaps in the details of incidents and gathering information
• Sets up environments within Azure test labs to replicate and triage incidents reported submitted by third-party implementation teams or customers
• Works within DCOD environments to replicate and triage incidents reported submitted by third-party implementation teams or customers
• Triages low to moderate complexity incidents with minimal to moderate oversight from Support Engineer 2 or higer
• Leverages Duck Creek utilities such as Trace Monitor, ExampleUtil, data copy tools, etc to triage reported incidents
• Leverages third-party utilities such as Visual Studio, HTTPWatch, Fiddler, SQL Management Studio, etc to triage reported incidents
• Codes and debugs low to moderate complexity incidents with moderate to significant oversight from Support Engineer 2 or higher
• Provides work-a-rounds or solutions to third-party implementation teams or customers based on analysis during the triage process
• Escalates incidents deemed to be base code defects to the proper Engineering teams
• Applies SQL or XML scripts in DCOD environments to align data
• Identifies trends and patterns of reported data fix requests
• Identifies ways to automate processes regarding data fix requests or develop utilities to assist in the triaging process
• Creates training modules in areas of expertise to sharpen knowledge of Triage team members
• Optionally act as a Skills Lead for Associate Support Engineer and Senior Associate Support Engineer team members to mentor and provide annual performance feedback
• Attends sprint reviews and supports targeted training
• Serves as on call Support Engineer for after-hours emergencies as needed to triage Severity Level 1 incidents
• Analyzes and assesses upgrade impact based on release notes and code changes for new release features
• Leverages Duck Creek upgrade tools to generate differential analysis and produce low impact upgrade path for Duck Creek Customers
• Identifies upgrade efficiencies including improvements to automation and tooling
• Develops and executes tests including PowerShell, Regression Runner and Selenium based automation tools
• Requires minimal direction and minimal oversight; Acts independently
• Perform other related duties and activities as required.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.QUALIFICATIONS/REQUIREMENTSEducation and Work Experience:

• Bachelor s in Computer Science, Computer Information Sciences or related degree;
• Work Experience: Minimum 7 years

Specialized Knowledge, Skills, and/or Abilities:

• Demonstrates expertise in the following competencies:
  • After hours call service expertise/triage
  • Analytical ability
  • Creating training modules in area of focus for team members
  • Installation troubleshooting knowledge
  • Knowledge-based contributor
  • Product Installation in supporting area
  • PowerShell, Regression Runner and Selenium based automation tools
  • Salesforce workflow
• Demonstrates proficiency in the following competencies:
  • .NET and C# (or similar language)
  • Ability to operate independently with minimal guidance in focus area
  • Applicable DCU boot camp assessment score
  • Communicate with support personnel
  • Duck Creek triaging tools knowledge
  • Extensible Markup Language (XML)
  • Full Suite installation
  • Internet Information Services (IIS)
  • Replication/qualification of reported cases
  • Root cause analysis
  • Salesforce case organization and management
  • Structured Query Language (SQL)
  • TeamTrack Workflow and submission (if applicable)
  • TFS Workflow and submission (if applicable)

,

Keyskills :
troubleshooting networking lan operatingsystems switches customerservice computerscience sql xml css arm html ncallsupport