Locatie: Amsterdam
periode: Langdurig
Uren: fulltime
For our European Support organization; located in Amsterdam; we are looking for a motivated person to fill the post of: Technical Support Engineer (ClearCase)
Software Engineer: Level 1 and 2 remote technical support for clients in EMEA ( Europe, the Middle East and Africa) Link between the clients and the development organisation.
About Rational Software
Rational Software is one of the five IBM Software Brands and provides a software development platform that improves the speed, quality, and predictability of software projects. This integrated, full-lifecycle solution combines software engineering best practices, market-leading tools, and integrations with the other IBM Software Brand products, and those of other vendors.
Clients
Rational has thousands of customers in Europe and many more world wide. To mention a few: Ericsson, Bosch, Nokia, Philips, Siemens, Accenture, Wall Mart, Manpower, Cap Gemini, Alcatel, Motorola, Dow Jones, Oracle, Boeing, Airbus,Daimler Benz, Intel, HP and Sun. And of course, IBM itself is an important user of the Rational solution.
Rational Customer Support
To serve its customers in Europe; Middle East and Africa that encounter problems or have questions regarding our tools, Rational has three support centers based in Europe: Amsterdam (Netherlands), Kista (Sweden) and Toulouse (France). These support centers cover nearly all of the Rational products on the so-called 2nd level. This means that the centers are responsible for analyzing and reproducing the problem, finding a work-around, identify product problems and collect new product enhancement requests.
Language:
The Role
Since customer satisfaction plays an important role in sustaining the Rational business with our customers, the main objective of the Technical Support Engineer is to resolve the customer issues with ClearCase in a timely, courteous and professional manner.
Although you are a technical expert, you may often need the help of other world-wide experts like Rational product developers, our account managers and others to resolve the issue. Nevertheless, your responsibilities lie in the orchestration of this and you remain the customer contact and keep the responsibility for the progress towards the solution. All the time you are continuously focused to reduce the impact to the customers business. Ownership, team playing and customer focus are key elements of attitude of the Technical Support Engineer, who is doing his/her work in an international environment.
Our Requirements
Our ideal candidate will be educated to degree level with a technical background, preferably with software development and technical support.
Experience with Rational ClearCase is essential, knowledge of software development and software configuration management is a plus.
To be successful, you need to have analytical and problem solving skills, be able to set priorities and you also need to be strong in customer handling.Customer focus, enthusiasm and drive are even more important.
In order to support our customers in EMEA; you must be fluent in English, both verbal and written. Fluency/good knowledge of French and/or German is very important. Other languages are a plus.
Candidates who do not meet this requirement will be immediately rejected.
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