Technical Support Specialist
2 weeks ago
Job Title: Technical Support Engineer
Job Summary:
The Technical Support Engineer is a critical role within Kofax, responsible for delivering exceptional technical support to our partners, customers, and internal teams. This position requires strong analytical and problem-solving skills, as well as excellent communication and collaboration abilities.
Key Responsibilities:
- Analyze and resolve complex technical issues via email, phone, or remote access
- Collaborate with Product Development and Consulting Services teams to deliver comprehensive solutions
- Communicate technical issues to various departments within Kofax, including Product Management, Software Development, Sales, and Quality Assurance
- Evaluate and escalate customer issues to Sr. Support Engineer or R&D as required
- Recreate customer environments to test and determine root causes of issues
- Test updates, upgrades, and hotfixes
- Maintain and expand the Kofax Knowledge Base
- Participate in scheduled support team meetings
- Mentor and advise Associate Technical Support Engineers and other Technical Support Engineers
Requirements:
- Bachelor's degree in Computer Science or equivalent degree/qualification
- Ability to work multiple time zones if required (AMS, APJ, EMEA hours)
- 5+ years of work experience in Technical Support, directly supporting IT professionals
- 5+ years of work experience with network diagnostic tools such as Wireshark, Fiddler, Process Monitor, and Windows Event Viewer
- 5+ years of work experience with one or more programming languages like Java, VB & .net, HTML, CSS, C# & C++
- Working experience or familiarity with Print and/or scan solutions, VMWare, Microsoft IIS, Robotic Process Automation (RPA), SQL, Oracle, Windows Server Operating Systems, Print server, Active Directory, Load balancing, and Business Process Management (BPM), Microsoft Azure, Amazon Web Services, Token-based authentication mechanisms
- 5+ years of work experience with Network troubleshooting
- Strong service mentality, client orientation, and solution-focused mindset
- Superior written and verbal communication skills
Additional Desired Experience:
- Enterprise business-to-business (B2B) support
- Software as a Service (SaaS) support
While the job description outlines the anticipated requirements of the position, the job requirements are subject to change based on any changing needs and requirements of the business.
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