Technical Support Engineer

We are looking for a Technical Support Engineer to join us in supporting our award-winning encryption and key management solutions. We love to work with people that have a strong sense of ownership, tolerance for ambiguity and insatiable curiosity.

The ideal candidate for this role is someone with a strong background working with and supporting software on multiple computer platforms. Initially, we are looking for this individual to assist in supporting our products on z/OS – so a strong mainframe background is preferred. However, the candidate will also be supporting our products on other platforms as well – including IBM i, Windows, Linux/Unix and Mac. As such, the successful candidate will possess a willingness to expand their computer knowledge.

We’re willing to teach the ideal individual the majority of the hard skills required to do this job but require them to bring the soft skills required to succeed. Individuals that are team oriented, hard working, and good communicators that crave learning new technology will do exceedingly well.

Responsibilities

• Serve as the point of contact for customers seeking technical assistance (either over the phone or via email) for PKWARE products, and will respond to inquiries within documented SLAs.
• Diagnose and troubleshoot software support inquiries. Identify solutions to resolve all Level 1, Level 2 and Level 3 support issues. Escalate Level 4 inquires to Development staff, and act as intermediary between Dev and the customer to resolve these issues.
• Assist Sales Engineers and customers on software implementation projects and support issues during their maintenance windows.
• Assist with Quality Assurance testing as needed.
• Write documentation to assist in resolving common software issues and procedures.

Requirements and Skills

• Strong background in supporting computer software. 5 + years of experience preferred.
• Also preferred: 5 + years of current experience with z/OS mainframe technologies, including software installation (SMP/E and non-SMP/E), JCL job setup / batch processing, and analysis of JCL SYSOUT. Experience with COBOL, CICS and REXX a plus.
• Exceptional customer service, problem solving, and communication skills.
• Must be self-starting, and possess the ability able to work alone as well as in a team environment.
• Must have sufficient technical depth to communicate with development and other internal organizations as well as convey technical concepts to non-technical individuals
• Knowledge of iOS, Linux/Unix, Mac and Windows a plus

Note – if you do not have a strong z/OS background, but you DO have a strong background supporting products on IBM i, Windows and/or Linux/Unix, and you are willing to learn more about and support our products on the above-listed platforms – we would like to talk to you too!

PKWARE, Inc., is…

More than two decades ago, PKWARE revolutionized data compression with the invention of the ZIP standard. Today, through continuous innovation and development, PKWARE has become the only complete system for reducing, securing, moving and storing data across the extended enterprise, both internally and externally, from mainframes to servers to desktops and into the cloud. Used by more than 30,000 corporate entities and over 200 government agencies, PKWARE is the industry standard for portability, ensuring data security and cross-platform computing. The PKWARE Solution is used billions of times a day to manage cost risks associated with data security breaches while avoiding increased storage costs with data reduction of up to 95% and improving service delivery. PKWARE is a privately held company based in Milwaukee, WI with additional offices in New York, Dayton Ohio and the United Kingdom.

And just so you know…

PKWARE is located in Milwaukee, WI, and offers a competitive compensation including company paid parking and a jeans-friendly environment.

PKWARE provides equal employment opportunity for all employees and applicants for employment without regard to race, sex, color, religion, national origin, ancestry, disability, marital status, veteran status, membership in the national guard, state defense force or any reserve component of the federal or state military forces, age, non-relevant arrest or conviction record, use or nonuse of lawful products off the company’s premises during non-working hours, or other characteristic protected by law.