RGF is a global brand of Recruit Group, Japan

Job Description

Company Overview
Company is a global leader in the cloud, data and application integration space. Working with customers in data integration, cloud, and big data, in areas such as retail, financial services, consumer products, and business services, they provide the fastest, most scalable data integration platform in the industry, supporting Big Data, Data, analytics, and predictable forecasting.

Their architecture and technology take advantage of constant innovation in data and processing technologies, such as Hadoop and Spark.

Job Description
• Communicate with customers via telephone or email to resolve technical issues submitted by our customers.
• Analyse/reconstruct complex customer scenarios/problems
• Provide customers with solutions or workarounds
• Mentor support agents to raise their knowledge (internal workshops, documentation)

Key responsibilities:
• Troubleshooting, reproducing and providing workarounds to achieve full resolution
• Research knowledge database/Jira for known issues that match a customer problem
• Work with R&D department to manage product anomalies
• Manage escalations with the help of the regional support manager
• Proactively monitor risks of customer dissatisfaction/escalation
• Contribute in improvement of processes and systems (OTRS, JIRA)

• Knowledge of software support processes and procedure
• Ability to manage pressure and customer expectations
• Autonomy
• Sufficient command of English compulsory
• Keep up an excellent communication with customers and with internal departments (R&D, QA, Sales)
• Good java skills – development or consultanting experience
• Good knowledge Linux or Unix or Tomcat
• Experience with Application Servers (Tomcat, JBoss, (Wildfly), Apache TomEE, JOnAS, Weblogic, Websphere etc.)

Experience in one or more of the following preferred:
- Data Integration / ETL
- Big Data
- SAAS / PaaS/ Cloud
- Containerization