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Technical Support Engineer II
Job#: US174660
Positions: 1
Posted: 03/18/2013
Job Type: Full Time
Location: US-FL-Gainesville
Department: Support
Category: Support
Salary: Salary + Bonus
Benefits: Benefits
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Job Description


SumTotal Systems provides business performance improving products, services and solutions that help customers increase revenues, decrease expenses and reduce operational cycle time. We provide an integrated suite of business performance management applications that help customers deliver, manage and measure learning to solve specific business problems.

As a member of SumTotal Customer Support, Technical Support Engineers provide real-time technical support on SumTotal Enterprise products through e-mail and phone interactions with customers and by using SumTotal's internal incident tracking system.  The fundamental goal of this position is to help our customers achieve success using our products.  The Senior Technical Support Engineer is expected to take on more complex support incidents, be self directed,  be able to determine and set own priorities as well as for others, and provide guidance and leadership to more junior members of the team.  This role is also expected to take on “technical account management” duties when one or more customer requires a coordinated and focused approach to managing a set of open issues to a satisfactory resolution.

We partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in Internet technology.  Please note this is not an IT desktop or systems administrator position.


•           Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our incident tracking system

•           Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues

•           Escalate top priority, production-critical issues to the appropriate technical staff

•           Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly 



•           Strong team player with excellent communication skills and customer interaction skills

•           Self- motivated and self- managing

•           3+ years’ experience in software technical support.

•           BS/MS Computer Science, Engineering or equivalent demonstrable experience  




More about SumTotal: SumTotal Systems is the global leader in strategic human capital management (HCM) software, and offers an integrated line of solutions dedicated to managing companies’ most valuable asset- its people. As the largest and most profitable independent HCM company in the industry and recognized by analysts as the most complete solution, SumTotal is proud to include over half of the Fortune 500 as our customers. We are looking for people who are passionate, dedicated, and motivated by lifelong learning. We provide each employee not just a competitive salary structure, bonuses, and a benefits plan, but also a chance to develop your talent. If you’re creative, forward thinking, and have a passion for excellence, SumTotal is the right place for you. For more information, please check out

SumTotal Systems is an EEO/AA employer.

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