Apptium, a TD SYNNEX Company · 4 months ago
Technical Product Support Engineer
Reston, VA
Full-time
Onsite
Entry, Mid Level
2+ years expApptium, a TD SYNNEX Company, is a leading technology solutions provider to enterprises in the Communications, Media, Entertainment, and High-Tech industries. The Technical Product Support Engineer is responsible for delivering quality software support to customers and partners, ensuring high levels of customer satisfaction through effective problem resolution and collaboration with internal stakeholders.
Software
Responsibilities
Provide technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of problems of diverse scope requiring an evaluation of identifiable factors
Effectively manage customer escalations associated with complex problems reported in software Apptium products to ensure that end result is high level of customer satisfaction
Independently define and drive analysis and research of more difficult technical customer problems. Involve appropriate resources in a manner that conserves staff time and yet provides resolution and consistent customer communication in a timely manner
Root cause analysis on the issues reported by customers by analyzing the diagnostics available, such as the product logs, source code, network logs, server utilization and DB reports to provide RCA and solutions for issues related to product purchases & activation, billing discrepancies and life cycle management
Validate product bug fixes to ensure regression-free solution and product functioning per specifications
Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates. Plans should include Service Request Tracking System notes documenting environment, problem description, analysis, next steps (with task owners and dates), and a comprehensive solution description
Develop and maintain specialized test environments to facilitate the reproduction and verification of solutions to technical problems
Collaborate with R&D and other internal stakeholders during product problem resolution cycle
Define and report on product supportability and readiness issue during the product life cycle
Assist in the scheduling of team resources. Identify continuous improvement activities that will enable effective and efficient technical support to our customers. Provide after-hours coverage as needed. Lead in team training for new products or product releases and develop technical papers
Demonstrate initiative in acquiring expertise in one or more product families within or across product lines on multiple platforms, along with supporting technologies. Develop product experience by installing, testing and using software Apptium products and attending formal and informal classes
Qualification
Required
Bachelor's Degree or higher in fields such as Computer Science, Computer Engineering or equivalent professional experience
2-5 years of relevant experience
Strong coding experience, preferably in Java or GoLang, knowledge of SQL and relational databases, experience with diverse operating systems, Linux preferred
Knowledge on cloud infrastructure – AWS or GCP or Azure
Experience in JIRA or equivalent ticket management system, Confluence or equivalent document management system, Logs and server monitoring
Strong communication skills
Aptitude for complex technical problem solving
Benefits
Competitive Salary and Compensation
Annual Bonus Based on Personal Performance
Medical, Dental, and Vision Insurance
3 Weeks of Paid Time Off Every Year
UNLIMITED Sick Time
Paid Holidays
Fun Fit Fridays and More Initiatives Promoting Employee Health and Wellness
Collaborative Work Environment
Employee Referral Program
Company
Apptium, a TD SYNNEX Company
Apptium, a TD SYNNEX Company, is a leading technology solutions provider to enterprises serving the Communications, Media, Entertainment and High-Tech industries.
201-500 employees
H1B Sponsorship
Apptium, a TD SYNNEX Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10)
2024 (11)
2023 (9)
2022 (8)
2021 (6)
2020 (12)
Funding
Current Stage
Growth StageTotal Funding
unknown2025-07-01Acquired
Leadership Team
R
RICK KAPANI
Founder and Chief Executive Officer
Dinesh Pandurangan
CTO
Recent News
Silicon Angle
2023-09-19
Company data provided by crunchbase