Technical Support Engineer

Job Purpose

RWS is seeking an Enterprise Support Engineer to join a global team supporting mission-critical enterprise software for a host of blue-chip customers. We are looking for a highly analytical and articulate individual to work in a busy team providing high-quality technical support to internal and external users. The successful candidate will thrive in a challenging environment where they will be constantly gaining knowledge of RWS Language Technologies Solutions.

About Product & Technology

Product & Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Product & Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS. 

With a global reach, Product & Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Product & Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.

Job Overview

Key Responsibilities

• Provide real time response\resolution to customer support inquiries
• Interact with RWS customers via phone, e-mail and remote sessions
• Diagnose problem causes and provide solutions and best practices to customers
• Ensure continuous monitoring and follow-up of customer issues so that they are resolved according to customer service level agreement timelines.
• Contribute and maintain knowledge base articles
• Diagnose bugs and provide suitable workarounds to end users
• Test new product releases\patches and provide feedback to development
• Demonstrate to and train end users on the various software applications

Major Focus:

• Quality technical support and ensuring customer satisfaction
• Timely response to all assigned support cases
• Structured approach to problem solving
• Proactive follow-up on all assigned issues to ensure satisfactory closure
• Maintenance of support case status, including root cause, within Service Cloud

Skills & Experience

• 2 Years’ experience in a technical support role supporting software applications and enterprise clients is preferable
• Strong written and oral interpersonal and communications skills in English
• Excellent investigative and debugging skills
• SQL command/query experience essential (mainly SQL Server/Oracle, Mongo DB a plus)
• Experience with networks (IP, TCP, HTTP, firewalls, proxy servers) essential
• Strong experience of supporting systems developed within the Microsoft .NET framework, preferably using C# (J2EE architecture experience a plus)
• Good knowledge of common applications and file formats (DOCX, RTF, PPT, XLSX, HTML, XML and other DTP formats such as FrameMaker and InDesign)
• Experience with ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS, Java, J2EE architecture, Application Servers would be advantageous
• Knowledge of programming concepts and general ability to read code is advantageous (C#, Java)

  Education Level Required

• Technical Degree Level Qualification
• Relevant Product/System Certifications

Life at RWS

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS. 

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.