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Lead Support Engineer

Company: Farelogix
Location: Miami
Posted on: December 7, 2017

Job Description:

The ideal candidate has a self-starter attitude and possesses a mix of technical knowledge and support experience. A track record of defining support processes, leading a support team, and hands-on experience assisting customers with complex software issues is essential to fill the expectations of this role. The position requires the ability to communicate with Airline customers, third party providers and end users as needed. Analyze complex software issues and provide technical leadership in the resolution workflow. You will work with end users, external customes and escalate internally as required. The responsibility of the role will also focus on serving as Farelogix Technology Partners first point of contact via email, phone, eSupport and/or other media for support related requests utilizing Farelogix API Gateway. RESPONSIBILITIES:

  • Guides the 3rd party technology providers to ensure customer satisfaction with our products during and after implementation.
  • Analyzes technical issues that arise and determines when escalation to our development teams is warranted.
  • Conduct training and workship for 3rd party technology providers as needed.
  • Evaluates potential solutions to solve complex problems and selects the best technical strategy to allow for greater scalability of our potential customer base.
  • Monitor and track customer issues.
  • Troubleshoot 3rd party developer issues using Farelogix API Gateway.
  • Guides the 3rd party technology providers with best practices that utillze the Farelogix API Gateway.
  • 25% travel required. QUALILFICATIONS:
    • Ability to lead a team and provide guidance as needed.
    • Must have a minimum of 5 years experience providing technical support for application software.
    • Knowledge and experience with XML-based system interfaces, schema design, and XML based tools like SOAPUI are required.
    • Good presentation skills.
    • Communicate to 3rd party developers with clear instructions on issue resolution.
    • Strong analytical/problem solving skills with knowledge of the airline industry .
    • Strong technical communication skills to engage with Farelogix development teams.
    • Familiar with Bugzilla, and issue management systems (Jira-Service Desk).
    • Airline travel industry experience is considered a plus.
    • Bachelors degree in Computer Science/Information Systems field or equivalent.

      Keywords: Farelogix, Miami, Lead Support Engineer, Engineering, Miami, Florida

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