Senior Technical Support Engineer

Liferay is seeking an innovative engineer and subject matter expert who can solve the most difficult technical problems from clients around the world.

Major Objectives:

  1. Handle technical escalations including critical and global escalations
    • Resolve complex escalations quickly and smoothly to ensure client satisfaction
    • Create code patches that provide a sustainable solution for clients
  2. Serve as the subject matter expert for the Technical Support team
    • Provide clear and timely communication to the support team to resolve issues
    • Perform database/thread/heap dump analysis
    • Communicate best practices with team to enhance the quality and efficiency
  3. Mentor other engineers locally and globally through collaboration on issues
    • Review code
    • Review analysis
  4. Contribute to challenging side projects as they arise
    • Enhance Customer Support processes through development
    • Create advanced knowledge base articles (white papers, use case documents, etc.)
    • Improve Liferay Portal Enterprise (LPE) documentation

Note: As in any fast-paced, agile environment, the list above is just some of the challenging opportunities the Support Engineer will tackle. They will excel in their role if they are able to enthusiastically overcome hurdles, quickly adjust to changing priorities, and have a blast working with a crazy fun team.

Preferred Qualifications:

  • BS or MS in Computer Science or related field
  • Expert knowledge and extensive programming experience with Java and JSP
  • Experience with JavaScript, Alloy UI (AUI) or YUI
  • Has a complete understanding of the Java Virtual Machine and best practices for tuning it
  • Experience working with Liferay deployment environments (Websphere, Weblogic, JBOSS AS, Tomcat, etc.)
  • Experience writing code that uses Spring and Hibernate
  • Demonstrates expert problem-solving skills coupled with very strong motivation to identify and resolve customer issues
  • Flexible, proven ability to work well under pressure, meet aggressive deadlines
  • Excellent interpersonal skills, both written and verbal
  • Enjoys sharing their knowledge with others and helping colleagues understand complex concepts

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