Product Support Engineer - Infra

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

Overview of Job Function:

The Product Support Engineer role analyzes and evaluates technical problems and/or functionality questions within the software based on the application, data source or integration with external applications. The role determines the best course of action to resolve the problem or inquiry.

Principal Duties and Essential Responsibilities:

• Assist Verint Professional Services & customer with assigned technical support issues that are reported via telephone, web and email.


• Provide accurate analysis, troubleshooting and testing of technical issues. 


• Ensure the highest level of communication with the customer to meet Verint’s contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, complete, and timely solutions in a professional manner while demonstrating the highest level of customer service.


• Facilitate resolutions with Verint’s customer contacts and with other members of the Verint organization (sales, services, product house, etc.) as necessary during problem resolution. Technical guidance may be provided by a Senior Product Support Engineer and/or Technical Lead.


• Follow and maintain all standards for tracking and documenting issues throughout the lifecycle of a support case.


• Meet or exceed customer satisfaction objectives.


• Develop knowledge base articles as part of the case management workflow.


• Demonstrate a complete understanding of the features and functions of assigned products.


• Develop and maintain product knowledge relevant to product offerings, current support policies and methods of support delivery in order to quickly provide technically accurate and complete resolutions.


• Deliver internal training on their area of expertise to other members of the team, as necessary.


• Other duties and responsibilities as assigned.

Minimum Requirements:

• 3+ years of customer contact center or customer service experience that supports implementation, and troubleshooting of software applications and related technology infrastructure, or equivalent


• Demonstrate a continuous passion for learning and growing technical skills 


• Experience with operating systems, desktop domains (active directory) and Windows security


• Ability to interpret schemas and/or author queries and stored procedures


• Strong written and verbal communication skills


• Experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience


• Experience in effectively dealing with internal escalations from Verint Professional Services and customer


• Familiarity with Contact Center operations and technology software and tools


• Ability to work a flexible schedule in the interest of customer satisfaction; may be required to participate in on-call rotations consistent with Support’s  on-call practice


• Customers may request that additional checks be conducted on Verint employees.  Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed based on our customer’s requirements. 

Preferred Requirements:

• Bachelor’s degree in a technology discipline or related field


• Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG, etc.


• Familiarity with WEB Server Technology (i.e. IIS, WebLogic, Tomcat, & Apache)


• Prior experience with the installation, support, usage or administration of Workforce Management related products or Verint software


• Understanding of networking and protocols (TCP/IP, SMTP, etc.)


• Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols Familiarity with Information Security (i.e. SSL/PKI, Security hardening, Firewall)


• Demonstrated experience working with databases (SQL preferred)


• Ability to interpret schemas and/or author simple queries and stored procedures


• Ability to author technical articles to document found solution