Lead Support Engineer

XProtean is currently looking for a support lead to help build and manage its support team for its Integrated Retail Management software suite.

Primary Responsibilities :

• Establish
  • Successful support structure for supporting customers and dealers
  • Case management process to track support activity
  • Escalation procedures for support groups
  • Knowledge base of support issues and resolutions
  • Training sessions for customers and dealers
  • 24/7 support structure which is a combination of US and offshore teams.
• Lead teams that provide onsite and remote support.
• Help implement and manage a support portal for customers and dealers
• Works closely with development teams in understanding the new releases and updates.
• Assist support teams to reproduce issues in a lab environment and provide resolutions on a priority basis.
• Provide feedback on new releases.
• Help gather useful information that can help dev. teams to create state of the art solutions
• Closely work with client contacts to ensure customer satisfaction.
• Proactive approach towards scheduled installs in a planned manner.
• Implement guidelines and prepare helpful documentation for support personnel as well as for customer training sessions.
• Create training manuals and implementation guidelines to assist support groups as well as customers.

Education and Experience :

• Bachelors in Computer Science or equivalent.
• Prefer 5 years of experience in software and hardware support and troubleshooting.
• Proven track record in managing teams and establishing processes.
• MCSE or equivalent certifications preferred.
• Must be able to assist support teams in addressing a wide range of problems from software to hardware to networking.
• Strong verbal and written communication.
• POS hardware and software support experience desirable.
• Fuel, C-Store, Restaurant/Hospitality POS support experience is a huge plus.
• Experience with Windows Operating System and SQL Server Database environment.
• Experience with other Microsoft tools & technologies.
• Experience with programming tools like VB, .NET, ASP, HTML, Java etc is an added advantage.

About XProtean :

Headquartered in Milpitas, California XProtean’s integrated retail management solutions have been “created by retail users for retail users”. We are a leading provider of Integrated Retail Management Solutions for small format retailers including the fast growing segments of Convenience & Fuel Retail and Quick Serve Restaurants. Our Solutions are web-based modular solutions are based on Domain Knowledge Global Industry Standards and provide a quicker Return on Investment (ROI). We offer end to end seamless solutions that include advanced POS systems, in-store management solutions and enterprise wide solutions. Our advanced POS systems come integrated with electronic payment processing engine that enables credit, debit, and gift card acceptance. The architecture of XProtean’s solutions makes them unique and allows versatility to work seamlessly in a combination of different retail environments.