Technical Support Specialist Jobs

Our Company

For more than 25 years, we have been at the service of quality-driven people and companies. Every day, we help people and organizations push further and make change happen by offering them the right technology and knowledge to manage risk and protect lives.

ETQ, part of Hexagon, is the leading provider of quality, EHS, and compliance management SaaS software, trusted by the world’s strongest brands. More than 600 customers globally, spanning industries such as pharmaceuticals, electronics, heavy industry, food and beverage, and medical devices, benefit from ETQ to secure positive brand reputations, enable higher levels of customer loyalty and enhance profitability. ETQ Reliance offers built-in best practices and powerful flexibility to drive business excellence through quality. Only ETQ lets customers configure industry-proven quality processes to their unique needs and business vision. ETQ was founded in 1992 and has main offices located in the U.S. and Europe. To learn more about ETQ and its various product offerings, visit www.etq.com.

Our Employees

We ensure that each employee is not only aware of our strategic vision; they are a part of it.

This is because we know that our employees are critical components of ETQ’s ever-growing success.

Words to describe our culture: caring, driven, integrity, passion, committed, thoughtful, diverse, family-oriented, supportive, welcoming, and fun!

At ETQ we believe deeply in diversity, equity, and inclusion. Quality is best when everyone has a voice. Quality at ETQ is born through diversity, equity, and inclusion in all that we do. Our company celebrates inclusiveness and encourages employees to bring their authentic selves and unique experiences to ETQ. All our employees add value to our culture, products, and customer experience

Who we are looking for

Support Solution Specialist has a basic level of troubleshooting skills and provides technical solutions and workarounds for ETQ’s Enterprise software solutions 24x7 365 all while delivering a high level of customer service in ETQ’s primary customer facing department.

• Unix/ Linux/ Windows system administration
• Document all customer interactions, including details of reported issues and inquiries, actions taken, and next steps.
• Maintain and expand knowledge of support technology and platforms including, but not limited to:
• Troubleshoot product-to-database connections/JDBC related to MSSQL, MySQL, and Oracle.
• Act a liaison between customers and other internal departments.
• Troubleshoot product-to-web applications connections (Apache Tomcat, WebSphere, WebLogic).
• Deliver a high level of customer service resulting in high customer service ratings and our NPS industry benchmark.
• Cloud Hosting and management
• Deliver top notch customer support to our customer base that includes a number of Fortune 100 and Fortune 500 companies.
• DBs (MySQL, SQL Server and Oracle)
• Troubleshoot product integration issues related to LDAP, SSL, SSO/SAML, etc.
• Create workaround solutions when standard functionality has failed in a timely fashion.
• Install local environments to re-create reported issues for troubleshooting purposes.
• Support an enterprise level software solution comprised of over 65 available modules – some with a high level of configurability.
• Represent ETQ in the primary customer facing department.
• Conduct web meetings with customers and perform on-the-spot troubleshooting while demonstrating a professional and technical demeanor.
• Escalate urgent issues to appropriate internal teams/departments based on procedures.
• Begin to build and maintain good relationships with ETQ customers
• Address questions and provide guidance on system performance related issues.
• Troubleshoot issues related to installing ETQ promotion tool and/or issues experienced during the promotion process. (a promotion is the movement of settings between two environments).
• Work as a team player to drive team performance to achieve goals and objectives.
• Troubleshoot integration issues with other enterprise systems including SharePoint, Salesforce, SAP, etc.
• The installation and configuration of different Application Servers
• Collaborate with development team to identify solutions to reported issues.

What you need to succeed

• Required Bilingual: English, Fluent. French, German or Italian, Professional/Fluent.
• Strong communication skills (oral and written)
• Customer service experience.
• Knowledge/experience with Linux OS to troubleshoot issues related to application servers and databases.
• Understanding of SQL database queries.
• Understanding of Web Applications (Apache Tomcat, WebSphere, WebLogic).
• BS. degree in Computer Information Technology, Computer Information Systems, Computer Science, Software Engineering, Computer Engineering, or other related degree is desired.
• Strong technical troubleshooting skills.

EEO/AA M/F/V/H

The base cash compensation range for this role is $42,000 - $52,000*

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and geographic region & may vary from the amount above. This range does not represent additional compensation benefits (such as sales commissions, short- and long-term incentive packages, 401K match, medical, dental or vision insurance).

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)