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Technical Support Engineer/Specialist

Location:

Lowell - Massachusetts - USA

Function:

Professional Services and Consulting

Ref #:

201702874
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Description

The Technical Support Engineer's primary role is to deliver high quality, world class technical support on Kronos Workforce Central Suite of products to a variety of end users. As a member of our Cloud Infrastructure and Technology team, TSE's will provide support to our cloud customers by accepting, troubleshooting, and resolving casework for issues related but not limited to: performance/latency, single sign-on, Java, mobile, browsers, SQL databases, JBOSS.

Essential Skills:
• Develop in-depth product knowledge on Kronos Workforce Central Products and learn how to recognize & effectively troubleshoot the different focus areas of the Cloud Infrastructure and Technology team
• Research application questions by setting up scenarios and testing the application.
• Troubleshoot, analyze and solve complex customer issues utilizing documentation, knowledge base, bug tracking system and support staff.
• Replicate customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review
• Analyze customer configurations and think "outside the box" to resolve and/or find an appropriate alternative solution.
• Fully document all activities, interactions, and next steps throughout the lifecycle of a case per departmental guidelines
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding Kronos applications.
• Recreate, track and verify product deficiencies in Kronos bug tracking system and work with engineering to pursue acceptable resolutions
Desired Skills:
•Have good background in network concepts, and understands the basics of TCP/IP and HTTP communications and familiar with popular authentication protocols such as SSO & LDAP
•Understands the basic concepts of Java and JBOSS and has database exposure and is able to perform SQL commands
•Available for On-Call service and available to work second shift as needed

Qualifications

• Bachelor’s degree in Computer Science or related field OR 3-5 plus years' experience in customer support working with enterprise size applications and client/server and/or Web Based technologies is desired
• Working knowledge of PC's, operating systems, web technologies, authentication methods, network concepts, and a demonstrated ability to troubleshoot complex technical problems
• Working knowledge of SQL scripting and database experience with MS SQL and Oracle platforms is desired
• Highly motivated with excellent written & oral skills; capable of producing comprehensive clear documentation. Possess strong organizational skills; and have the ability to work in a fast-paced, team environment
• Demonstrated ability to be creative, flexible and work independently
• Strong customer focus including satisfying internal and external customer demands and needs in a timely manner
• Knowledge of Technical writing processes a plus

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.