Careers - Job Description

Position
Sr. Support Engineer

Location
Orlando, FL

Job Description
Pentaho Support Engineers are the first point of contact for customers who have purchased a Pentaho Enterprise Edition Subscription (http://www.pentaho.com/products/enterprise/). These individuals are customer-oriented and capable of answering a wide variety of technical questions related to Pentaho's business intelligence and data integration products.

Duties
  • Providing general product information, installation and configuration support (L1 support)
  • Interviewing customer and partner support contacts to collect all relevant technical information required to diagnose a problem (L2 support)
  • Communicating effectively with the Pentaho Engineering and Product Management teams to reproduce, resolve and document support cases (L2 support)
  • Maintaining an accurate and complete description of cases managed through Pentaho's case tracking system (Salesforce.com)
  • Contributing knowledge on a regular basis to the Pentaho Knowledge Base
Optionally, the position allows individuals to expand their skills beyond traditional product support tasks by learning to provide remote consulting assistance and onsite / web-based training.

The right candidate for this position enjoys providing support to other IT professionals in a fast-paced environment with lots of technical variety. Preference will be given to candidates who have the interest and ability to travel regionally (up to 2 weeks per quarter) to deliver training to customers and prospects.

Personal Skills
  • Outgoing with a service-oriented perspective
  • Excellent listening, speaking and writing skills
  • Ability to systematically assess and accurately diagnose software-related problems (both individually and within a team setting)
  • Ability to work efficiently on multiple active support cases
  • Ability to learn new Pentaho products and technical environments
  • Foreign language skills (Spanish, Portuguese, French, German) are a plus
Technical Background
  • Significant prior experience (6+ years) installing, administering and maintaining computer systems and applications in an enterprise IT environment
  • Solid knowledge of core infrastructure technologies including operating systems (Linux, Windows, Solaris), application servers (e.g. Tomcat, JBoss, Websphere, Weblogic), relational databases (e.g. Oracle, MySQL) and networking (HTTP/SSL)
  • Practical working knowledge of web application development tools and components including XML, JSP, HTML, JDBC/JNDI, SQL and shell scripting
  • Business intelligence background (Reporting, ETL and/or OLAP)
  • Experience with security systems and LDAP
Educational Background
  • B.A. or B.S. Degree from an accredited university (may substitute an Associates degree plus 4 additional years of experience)
  • Major or minor in computer science or MIS a plus
  • Professional technical certifications a plus

Please send your Introduction and Resume/CV to resumes@pentaho.com