Senior Support Engineer

About MerlinOne

MerlinOne, Inc. is a dedicated and innovative supplier of digital asset management and electronic document discovery solutions for the publishing, multimedia and legal industries. Our products manage some of the largest collections of digital assets in the world - in the most demanding production environments.

Position: Senior Support Engineer
We seek a curious, hard working, self-starter with excellent technical, communication and customer service skills to join a close-knit team of support professionals. Under the direction of the Director of Customer Support & Services, the senior support engineer delivers comprehensive, high quality engagement management and technical support for top-notch clients utilizing our expanding suite of digital asset management solutions. We are looking for candidates that exhibit the following key characteristics:

• Detail oriented technical professionals with excellent follow-up skills and an extremely high sense of ownership.
• The ability to thoroughly understand features and capabilities of an application and how they map to underlying server-side components for a deeply featured, evolving E-Discovery application.
• Sufficient legal background and familiarity with EDRM workflow to relate to, and answer questions from, lawyers and litigation support professionals.

• Provide the project management and technical deployment function with regard to customer rollouts and migrations.
• Provide technical support via phone, email and remote access as necessary.
• Maintain high quality customer interactions by employing service skills that promote customer satisfaction and retention.
• React and respond to customer needs effectively and efficiently including adherence to escalation policies, call closure and service level standards.
• Assist other members of the customer service team in resolving support issues.
• Assist in the creation of product and procedure documentation as necessary.

• Must have excellent organizational skills and have the ability to estimate their own tasks with the confidence and the ability to meet agreed-upon deadlines/timelines.
• Will need a solid background deploying and supporting distributed applications driven by MS SQL Server.
• Must have excellent technical support and troubleshooting skills with 5-6 years of prior experience in problem analysis and resolution.
• Must have excellent project management skills with 3-5 years leading rollouts and deployments of software products.
• Possess working knowledge of Windows NT/2000/2003/XP Operating Systems.
• Familiarity with SQL databases, preferably MS SQL Server.
• Ability to travel up to 25% - domestic & international
• Must be a US citizen or already authorized to work in this country for any employer.
• Must have a valid US driver’s license, a car and a passport.
• Must be willing to grant us the ability to perform a background check prior to employment.

MerlinOne provides an excellent salary with generous bonus incentives and a comprehensive benefits package.  If you are interested in exploring this exciting new opportunity please forward your resume, cover letter and salary requirements.

reply to: 

MerlinOne is an Equal Opportunity Employer

Updated 07/22/10