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General Summary:

This position requires a versatile individual, who possesses proven customer service skills as well as significant experience in trouble shooting enterprise-scale software applications in diverse system configurations and environments.  A talented and motivated candidate can quickly acquire significant responsibilities, and define a growth path within the product development organization.  This position also possesses the potential to promote the right candidate quickly to a lead position.

Principal Duties and Responsibilities:

• Work in a team environment, supporting multiple multi-tier, web-based, products to a worldwide customer base.
• Manage a queue of Customer issues (gather troubleshooting data and identify root cause of issue).
• Follow standardized process for triaging the calls in order to find root cause of problem and ultimately resolution.
• Develop next action plans for higher criticality issues and able to present findings to Customers status conference calls as needed.
• Work with the Product Development and Customer Success Teams to identify solutions, schedule software deliveries, and manage Customer expectations.
• Perform in-depth diagnostic work, directly with customer production sites via phone, email and web meeting.
• Work with Development Engineers to ensure issues are properly replicated in order to facilitate high quality product delivery.
• Support Post-Sales Implementation (Unica Consulting) teams with installation and configuration
• Work with Customers to identify new product requirements (enhancements) and provide feedback directly to Product Management.
• Assist Unica Documentation team in creating Knowledge Base articles to augment Customer self-support.
• Manage queues used by Customers to submit problem tickets via phone, email and web-based call tracking software on a rotating schedule, with potential to be called upon to cover late shift until 8PM.
• Provide 24x7 Technical Support coverage as required by Premium Customer support and maintenance contracts.

Job Specifications:

Knowledge:
• College degree preferred or comparable work experience
• Experience with relational databases and data warehouses (DB2, Oracle, SQLServer, Netezza or Teradata), including creating and editing SQL queries
• Experience with Unix Servers to include IBM AIX,  Sun Solaris and LINUX
• Experience with Microsoft servers
• Experience with web servers and J2EE application servers, particularly IBM WebSphere and Oracle WebLogic.
• Experience with network security to include LDAP, Siteminder, Active Directory.
• Experience with real-time, transactional applications a plus.
• Experience with Software as a Service offerings.

Skills:
• Exceptional Customer Service skills a must.
• Exceptional written and verbal communication skills a must.
• 5+ years experience in technical support for enterprise class applications.
• Experience supporting both technical and non-technical users
• Represents Unica in a positive tone, with confidence and technical expertise at all times.
• Proven superior problem solving skills as must.
• Adept at installing multiple products in multiple environments

Abilities:
• Proven ability to work in fast-pace environment.
• Detailed oriented with strong organizational skills.
• Strong interpersonal and communication skills.
• Quick learner with ability to work independently.
• Self motivated, highly productive, persistent and organized.
• Manage multiple customer issues concurrently.
• Manage time wisely and properly prioritize large list of incidents.

Unica, an IBM Company is an Equal Opportunity Employer
It is Unica’s policy to consider all applicants for available positions without regard to race, color, religion, marital status, physical ability, national origin, sex, sexual orientation, age, disability or veteran status. 

Please submit all resumes to careers@unica.com