This entry-level software developer will provide front-line support to our existing customer base. Phone, Web and E-Mail support of customers including tracking support issues, researching reported issues, and working with other team members to identify solutions are all critical functions of this position. In addition in this entry position for software development the Support Engineer will be responsible for code analysis, debugging, maintenance and modification. Our Support Engineers work closely with the development team and have opportunities to work in the development environment.

The ideal candidate will have training and experience in software development and is looking for a career-entry position leading to long-term employment as a software developer. They will combine these goals with the ability and desire to provide excellent customer support to our existing customer base.

This position requires reliable attendance with a variable start time (6:00 AM – 8:00 AM). Some off hours and weekend work may also be necessary.

• Coordinate with other support staff to provide first-level customer support via phone and e-mail
• Perform initial issue investigation, triage, and debugging
• Work with Senior Product Developers to propose, implement, and deliver solutions for customer support and sustaining issues
• On an as-assigned basis, take on special projects including definition, resource coordination, rollout, and documentation. Examples of this type of project may be a web-based customer knowledge base or a new internal issue tracking and reporting process.
• Provide appropriate leadership in the customer service team, which may include coordinating issue assignment or overseeing the work of an intern or other junior team member.
• Other duties may be assigned.

• B.S. in a technical field, with specific software development training or equivalent work-place experience
• Excellent written and verbal communication skills
• Good knowledge and experience coding in an OO language with a preference for C#
• Demonstrated attention to details and ability to follow standard procedures

• Familiarity with computer telephony systems or other telephony systems
• Familiarity with PC configuration, networks, and a variety of software packages