Principal Technical Support Engineer (Adabas & Natural)

$100,000 - $120,000/Yr

0150 Software AG USA Inc - Denver, CO

Full-time - Mid Level

Remote - Denver, CO

5,001-10,000 employees

About the position

The position involves providing professional technical support for Software AG's Adabas and Natural product line, ensuring high levels of customer satisfaction. The role requires effective problem-solving skills, collaboration with internal teams, and the ability to manage customer escalations. The engineer will also contribute to improving the customer self-service knowledge base and set up technical environments to replicate issues as needed.

Responsibilities

• Provide professional, courteous, and prompt technical support to customers and internal staff.
• Research technical issues using problem-analysis techniques and knowledge base research.
• Effectively manage customer escalations associated with complex technical problems.
• Demonstrate initiative in acquiring and improving product skills on SAG products and platforms.
• Help improve the customer self-service knowledgebase by creating and publishing technical articles.
• Set up specialized technical environments to reproduce problems as needed.

Requirements

• Bachelor's or higher degree in Computer Science or equivalent experience.
• Proven abilities in a customer service or support role.
• Several years of experience with Adabas and Natural products.
• In-depth technical knowledge of Mainframe z/OS and/or Windows/Linux operating systems.
• Strong problem-solving skills and ability to find solutions for complex issues.
• Excellent interpersonal and written communication skills in English.

Nice-to-haves

• Knowledge of one or more programming languages such as Natural, JAVA, C++, or Cobol.
• Proficiency in Spanish.

Benefits

• Company paid Holidays, Sick Leave, and Vacation time.
• Paid Family Leave and other leaves of absence.
• Community Service Day.
• Medical, Dental, Vision, FSA/HSA, Life Insurance, and Pet Insurance.
• 401(k) Plan with up to 5% employer match.
• Wellness Program.
• Hybrid Working Model allowing remote workshare of up to 60%.
• One-time hybrid work payment for home office setup.
• Employee Assistance Program for support during personal challenges.