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Topeka, KS 66625
Location US-Remote (United States)
Job ID 15440
Overview of Job Function:
The Tier 3 Application Engineer is a member of Verint’s core engineering team and a Subject Matter Expert on Verint’s proprietary applications as well as system wide areas such as operating systems, databases and networking.
The Tier 3 Application Engineer will act as the first contact point for Verint’s support organization with the main role of providing advanced technical support for complex issues reported by Verint customers.
The Tier 3 Application Engineer will possess the skill and ability to resolve complex issues using deep understanding of Verint solutions, standard technical knowledge and advanced troubleshooting skills.
The Tier 3 Application Engineer will work closely with R&D to ensure proper code fix delivery.
Principal Duties and Essential Responsibilities:
•Demonstrate deep understanding of Analytics & Interaction products architectures including detailed application flow, log analysis and configuration.
•Demonstrate understanding of the product architecture and design deployed at customer sites.
•Drive customer services organization and R&D to complete key deliveries on escalations until resolution within SLA.
•Coordinate and manage complex technical issues through collaboration across global interfaces.
•Firmly establish a “trusted technical contact point” position
•Bachelor’s degree in Computer Science, Engineering, related field or equivalent work experience
•3+ years of technical support, software installation or R&D experience in an enterprise software industry
•Strong written and verbal communication skills; ability to tailor the explanation of technical concepts to a broad audience which may include varying levels of understanding and perspectives;
•Ability to understand & analyze log files and go into