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.
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.
Remote Technical Support Engineer - SUPRA • Fort McMurray, Alberta
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