[rmiug-jobs] Digest Number 3911
25. NewsGator Support Engineer; Denver, CO
Posted by: "newsgatorjobs" jobs@newsgator.com
Date: Mon May 14, 2007 4:01 pm ((PDT))
NewsGator Technologies is the leading RSS platform company.
Headquartered in Denver, NewsGator develops and markets RSS
aggregation solutions for individual end users, enterprises,
publishers, and other online content providers. People use NewsGator
aggregators to access news, information, podcasts, and other relevant
content efficiently and effectively. NewsGator readers are accessible
via the Web, Microsoft Outlook®, mobile devices, and PC- and Mac-based
desktop clients. All of the products synchronize seamlessly, enabling
users to easily switch between NewsGator aggregators.
The company was founded in 2003 and accepted its first round of
funding in June 2004. On the strength of NewsGator's success in
developing the most sophisticated aggregation platforms on the market,
NewsGator closed its second and third round financings in November
2004 and April 2005 respectively. The company's investors include
Mobius Venture Capital and Masthead Venture Partners.
We believe in creating an environment in which employees can succeed
and are treated with dignity and respect. As our greatest asset and
the key to our success, NewsGator employees receive competitive
compensation, an excellent benefit plan, paid parking, and a
progressive work environment. We are located in downtown Denver,
boasting a stunning view of the Rocky Mountains.
Job Description – Support
Provide 1st and 2nd level technical support for NewsGator product
lines, including desktop products, Enterprise products, web-based
products, and NewsGator API's/NewsGator web services. This position
is customer facing and requires frequent contact with individual
product end users to NewsGator enterprise customers typically System
Administrators and IT function level management. Candidate must be
well versed in all aspects of customer support.
Responsibilities
• Provide primary implementation, configuration, and ongoing for
NewsGator Enterprise Server to existing and new NewsGator customers.
• Regularly communicate with NewsGator enterprise customers regarding
problems, issues, questions, and concerns with NewsGator products as
implemented at the customer location.
• Provide in-depth investigation, analysis, and timely resolution of
customer issues and problems.
• Support and troubleshoot NGES and Windows Server 2003 environment
and application issues as it relates to NGES implementation and
operation. Work on-site and remotely to diagnose and resolve
emergency and chronic problems related to NGES and system operation,
availability, security, performance, connectivity, and overall
function.
• Report and escalate customer problems and enhancements to
Development as appropriate, including detailed explanation of issue
and recommended resolution.
• Create, maintain, and enhance NGES knowledge base, including
technical articles, FAQ's, sample applications, and/or demonstrations.
• Own in-depth investigation of customer issues, including issues not
previously addressed via documented resolution.
• Provide clear, well documented description of problems that require
technical fix or resolution by Software Engineers.
• Provide NGES customer and internal training as appropriate,
including system level technical training.
• Assist with NGES Pre-Sales activities and events as appropriate.
• Provide support for other NewsGator products, such as NewsGator
Online, NewsGator Outlook Edition as necessary.
• Maintain exceptional customer service skills.
Qualifications
• BS in Business Information System, Computer Science, or equivalent
experience.
• Experience of technical help desk support for software applications.
• Excellent verbal and written communication skills.
• Working knowledge of Windows Server 2003 implementation and ongoing
system administration, including related server applications: IIS,
Active Directory, Exchange, DNS, DHCP, and networking protocols.
• Working knowledge of SQL Server 2000 implementation and ongoing
system administration.
• Working knowledge of HTML, HTTP(s), XML.
• Knowledge of and exposure to RSS.
• Knowledge of and exposure to SharePoint
• Proven ability to manage and solve complex customer support issues
in a dynamic environment.
• Proven ability to effectively interact and manage customer issues
either onsite or remotely, including difficult and potentially hostile
customer interactions.
• Minimum 5 years experience supporting Microsoft server technologies
• Microsoft System Certified Engineer desirable
Work Conditions
• Normal Job location will be on-site at NewsGator facilities.
• Normal working hours are 8-5.
• Overtime will be required as job responsibilities require.
• Off hour work may be required as necessary.
• Travel is required for this position, national and international, up
to 25%.
Application Instructions
For consideration you must include the following items in your cover
letter:
• Availability
• Where you saw our posting
• As well, you must include the position title in the subject line of
the email when responding to the position.
Direct applicants only.
No Third party agencies.
Absolutely no phone calls.
Thank you.
