About SumTotal:

SumTotal Systems, LLC, is the largest independent provider of integrated HR applications and the only provider to deliver Talent Expansion™, a whole new approach to discovering, developing and unleashing hidden potential within our customers’ workforce.

SumTotal has nearly 30 years of learning and HR software experience. High-performing organizations recognize that learning and development are core to their business success and overall talent management and workforce initiatives. That’s why more than 3,500 organizations, including many of Fortune’s “Best Places to Work,” rely on SumTotal’s on-premise and cloud-based applications to enable their employees.

About this role:

The Technical Support Engineer (TSE) will play a critical role in providing technical assistance for SumTotal’s global customer base.  As a member of SumTotal’s Customer Services organization, the TSE will provide real-time support on our Enterprise products through e-mail and phone interactions with customers.  The fundamental goal of this position is to help our customers achieve success with use our products.  This position involves handling and resolving complex technical queries and issues in the areas of product functionality, architecture, or defect correction. 

Duties & Responsibilities:

• Developing a deep knowledge of SumTotal’s range of enterprise products
• 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
• Communicating with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotal’s software products, and maintaining effective customer relations
• 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.
• Resolve incidents in a timely manner as per SLA’s.
• Provide guidance, assistance, and mentoring support to junior team members.

Skills & Requirements:

• Bachelor's degree in Computer Science, Information Systems, Industrial Engineering, or other technology-related degrees.
• 5+ years of experience in software technical support.
• Fluent in English and either Chinese or French language, all 3 preferred.

Preferred Qualifications:

• Technical knowledge in Windows 2000 Server, IIS, ASP, .Net, SQL Server, or Oracle is preferred.
• Flexible to work in rotating shifts.
• Experience in the Human Resources Software field or supporting Enterprise Level Customers.
• Fluent in English, Chinese, and French.

SumTotal Systems is an AA/EEO/Disabled/Veteran's employer.