Bracknell, United Kingdom

Empirix helps organizations adopt complex communications solutions with confidence. We combine the industry’s deepest knowledge of telecommunications and self-service applications with award-winning testing and monitoring solutions to ensure our customers realize the promise of their technology investments. Empirix is the only company with expertise that spans the evolution of these advanced technologies across multiple markets – from testing in R&D labs through monitoring the end-user experience. For over a decade, thousands of quality-conscious network equipment manufacturers, service providers and enterprises worldwide have trusted Empirix to reduce the time and cost of integrating new technologies into existing environments.

Responsibilities:

• 1st and 2nd level technical support for customer’s questions and issues regarding product installations, everyday use, and configuration.
• Provide technical expertise to users of Empirix products several of whom are fortune 500 clients
• Guide customers in best practices and problem resolution
• Manage problem resolution from start to finish
• Write technical notes and knowledgebase entries
• Gather information for escalation of more complex issues
• Use problem solving abilities and logic to solve complex, challenging problems
• Work with  sales and engineering teams, explain problems and resolutions when necessary

A strong focus on customer satisfaction and improving existing processes and programs a must. This position will collaborate with Development, Sales, and Services.  Other duties as assigned.

Required Skills/Education:

• Top-notch communication, organization, and telephone technical support skills are essential
• The ability to work as part of a team with a total commitment to customer service/satisfaction
• Web application experience (HTML, XML, .NET, Java, VB, databases, Web Technologies)
• Ability to take ownership of  projects and improve processes to improve the customer experience with Empirix support
• The ability to make rapid technical assessments along with a proven track record of technical problem resolution.
• A minimum four-year degree or at least five years experience working in a technical support environment is desired
• Minimum of a Bachelor’s degree required.

Desired Skills:

• Visual Basic and Java Programming skills a plus

The degree of responsibility and opportunity for growth will depend on the candidate. The position offers opportunities to utilize and grow in Java and VB programming languages. The Application Engineer will have exposure to today’s hot web technologies including Web Services, Microsoft .NET Siebel, Weblogic and many more.

The right candidate should have an interest in, and an aptitude for, learning and communicating technical information to highly technical and lay audiences.

We offer a competitive compensation package, including matched 401K plan, employee stock options, excellent benefits and much more.  For more information, please visit our website at www.empirix.com.

If you are interested in applying, please send your resume and cover letter, including salary requirements in order to be considered, to careers@empirix.com.  Please no phone calls or agencies.  We will only be able to respond to those candidates in which we have an interest.  EOE. 

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