Technical Support Engineer - SUPRA

Cincom Systems is a global leader in enterprise software solutions, delivering innovative and customer-centric products across multiple industries. We are looking for someone to join our Cincom SURPA Team!

· Provides SUPRA technical support via phone, email or online conference for licensed customers, field personnel, partners and re-sellers.

· Coordinates problem-solving efforts, provides regular communication to customer, record keeping of research

· Performs Root cause Analysis

· Analyzes data and runs tests upon finding a root cause

· Determines and recommends the appropriate actions to take

· Determines the appropriate method for delivering the resolution to the customer, be it via mentoring, patch, hot fix or inclusion in a new release.

· May serve as onsite consultant for Services projects or complex product problem debugging. Service projects could be used as a training method to get Service Engineer current on the product.

· Participate in 24/7 on-call support for customers.

Requirements

Technical Skills Required

· Dump analysis: an application abend dump i.e. reading hex, not using abend analyzer tools

· Knowledge of CPU multi-tasking, threads, queueing theory

· IBM SUPRA knowledge a strong plus.

Experience Required:

· Experience with IBM Assembler Language, C, Pascal

· Experience with IBM z/OS JCL

· Experience with IBM utilities like IEBGENER, IMASPZAP

· Experience with CICS - systems programming knowledge a plus

· Experience as a DBA is a strong plus.

· Experience in providing technical support for a software product.

· Experience with delivering patches, hot fixes and service packs.

· Good interpersonal and communication skills, clear communicator both verbal and written

· 5+ years overall experience in at least some of the above items.