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Software Support Engineer

Location: Palo alto, CA
Job # 9080592
Need a Software Support Engineer in Palo alto_ risk and safety software.

Description :
Software Support position to provide support to members using  risk and safety software.
This will include:
  • Answer questions from current and prospective users of the software, reproduce and diagnose their problems
  • identify solutions by reviewing previous records, interviewing software development and technical staff, and analyzing the problem in source code.
  • Respond to the customers in a timely, courteous, and professional manner, maintaining logs of communications, and developing material (knowledge base articles, web site content, user manual improvements) to avoid customer problems in the future
  • Test EPRI-developed software during development
  • Provide light programming support to software development projects, which may include bug diagnosis and repair, porting of software between languages, code library development, general programming activities per specification, and development of installation packages
  • Provide training on use of the software to customers, via web or in person at EPRI or site. All of this work will be performed with a high degree of independence; and may at times include day-to-day oversight / coordination of student employees assisting in the software testing and supporting activities.
Ideal Candidate:
The ideal candidate possesses an excellent customer service attitude, creativeness in troubleshooting and overall problem solving. Skills and abilities should include:
• Ability to manage and prioritize daily workload, tasks, and special assignments
• Ability to work independently and in team environment
• Ability to provide ongoing operational support including: new software installs, upgrades, and bug fixes
• Ability to create and maintain comprehensive documentation
• Ability to see support issues through to resolution and maintain client satisfaction levels
• Ability to work with clients and developers at all levels
• Strong interpersonal and relationship skills
Excellent written and verbal communication skills Preferred experience includes:
• Phone and onsite client support
• Use of Windows Operating systems and productivity tools, including databases.
510.795.4800 X 159  
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