Technical Support Analyst- Pivotal



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Job Description


More than 9,000 customers around the world rely on Aptean to give them a competitive edge. By providing innovative, industry-driven enterprise application software, Aptean helps businesses to satisfy their customers, operate most efficiently, and stay at the forefront of their industry. With extensive knowledge and clear technology leadership in focused industries, Aptean's software enables its customers to transition from being merely competitive, to becoming market leaders. This competitive edge—The Aptean Edge—is born from solutions reflecting industry best practices, and services that are specifically focused on helping customers meet their individual business goals, profitably.

Aptean has an immediate opening for a Technical Support Specialist to work as part of a driven, technically savvy team of professionals.

The Technical Support Specialist is responsible for providing real-time technical support and resolving complex problems for Aptean customers.  Tasks include problem tracking, troubleshooting, diagnosis, replication, resolution and escalation using sound judgment and creative problem solving.  The Technical Support Specialist will also help to characterize customer issues and provide feedback to R&D on product related issues.

Reports to the Team Lead or Global Support Manager for the assigned product area and will have frequent interaction with customers, peers, and Aptean’s global team of professionals in a variety of business units.

Please note that this is neither a call center nor IT desktop support position.

Key Responsibilities:

  • Analyze and resolve complex customer problems remotely and occasionally on site
  • Offer complete and timely technical solutions to customers and ensure that customers’ technical staff fully understand the issue, resolution and means for prevention
  • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service
  • Clearly and concisely document all customer interaction and all steps taken to resolve incidents
  • Take ownership of and follow-through with all priority customer incidents
  • Observe trends with technical issues and recommend improvements to design, documentation or implementation
  • Acquire and maintain knowledge of Aptean products and service offerings
  • Participate in the development of tools, methodologies and best practices to streamline the support process
  • Contribute to the team by documenting and presenting innovative techniques for troubleshooting problems and isolating their root cause
  • Author knowledgebase articles to be published for customers and peers
  • Learn from an experienced group of professionals by participating in local and global peer groups and attending internal trainingKeep up-to-date on industry trends and new technologies


  • Technical degree or equivalent expertise
  • Experience in software technical support, software development, or professional services
  • Excellent communication and customer interaction skills
  • Strong analytical problem solving and decision making skills
  • Ability to handle difficult or sensitive situations with diplomacy and tact
  • Must possess a valid passport as occasional travel is required
  • Understanding of relational database concepts (ideally MS SQL Server or Oracle)
  • Understanding of Windows Server 2003/2008 environments
  • Knowledge of Exchange Server & Active Directory
  • Knowledge of MS Office application suite (Outlook, Word, Excel)
  • Knowledge and understanding of MS SharePoint
  • Understanding of IIS and website administration
  • Reporting technologies (Business Objects, Crystal Reports, SSRS)
  • Understanding of common Internet protocols (TCP/IP, DNS, FTP, SSL) & networking technologies
  • Understanding of mail server protocols (MAPI, POP, SMTP)
  • Development experience (.Net, VB, C#, ASP, HTML, CSS, XML, VBS, JS)
  • Debugging using Visual Studio, WinDbg, etc.
  • Understanding of internationalization and localization
  • Exposure to VMWare and Citrix XenApp & Xen Server