Product Support Specialist

Ephox is a young, fast growing company. Ephox publishes the world’s leading authoring tools. The tools are resold by major software vendors such as Documentum, Vignette and Oracle and are used by hundreds of leading companies such as Fifth Third Bank, McGraw-Hill and Northrop Grumman.
 

Ephox is looking for an entrepreneurial and hands-on support engineer take the company's customer service to the next level. This is a great opportunity as the position will be the principal support engineer for the US and will evolve to a team leadership position as we grow.

The company maintains a friendly and casual culture. This is a great opportunity for someone who wants a fulfilling and rewarding position that takes their careers to the next level.

 

Key responsibilities:

·  Replicate and document issues with Ephox products and their APIs taking into account known bugs and expected

  behaviors

·  Provide references to documentation for queries about existing functionality

·  Analyze customer integrations of Ephox products into their own system to the point of determining whether the problem is
with the surrounding system or within the use of our APIs 

·  Test and evaluate support requirements for new products and versions

·  Liaise with development team to discuss new functionality, known bugs, and to forward any suspected bugs or
  enhancements for resolution.

·  Liaise with development team regarding technical requirements at the level of analyzing advanced API integrations or
  other Java based integrations.

·  Analyze typical support questions and add them to the knowledge base and/or suggest new documentation.

·  Liaise with the sales team if it looks as though the client would be better suited for a different product or has requirements
for another of our products.

·  Identify common feature requests and report these to the product manager for future consideration.

·  Limited onsite installation or troubleshooting as required

 

Must have skills/experience:

·  Experience and advanced knowledge of Internet and Web technologies including HTTP, XML, HTML, CSS,
  JavaScript, AJAX and one or more server-side scripting languages (e.g. ASP, PHP, JSP)

·  Java capabilities with experience in Swing or J2EE

·  Proven ability to read Java code

 

Required skills/experience:

·  4+ years relevant experience providing technical support for a software product company

·  Bachelor of Engineering, Computer Science or equivalent

·  Strong client focus and sense of urgency in meeting client requirements

·  Excellent verbal and written communications skills

·  Ability to operate independently and without direct supervision

·  Effective analytical, problem solving and decision making skills 

·  Applicants must have a valid US work visa

·  Occasional travel required

·  Experience as team leader

·  Familiar with competitive landscape in the web content management market

 

Position includes benefits: generous vacation and sick leave, medical, dental & vision insurance, 401k/match, profit sharing

 

Please note that the San Mateo office may be moving in down town Palo Alto within the year.

 

If interested please e-mail a cover letter and e-mail to jobs@ephox.com .
Please put “Product Support Specialist� in the subject line.

Ephox is an equal opportunity employer