Our clients open support tickets when they are really pushing the envelope. They develop new functionality, integrate Magnolia CMS with previously unknown systems and apply content management to business problems we didn't even think of. And along the way, they naturally get stumped. A Support Engineer likes to tackle thorny problems and develop one or more solutions. In the end, this person gets great satisfaction out of resolving any issues standing in the client's way.
You will be joining the Magnolia Support team in Miami. Your task is to support Magnolia clients with technical expertise about the Magnolia CMS and project implementations. You are curious, have a history of helping folks, and have a broad knowledge of Web applications and supporting infrastructure. The phone rings and you want to answer it.
Magnolia will invest in your career so that you can become the very best Support Engineer. Over the course of your first 4 months, you! will travel to our Swiss office for developer training, return to Miami for further training and finally travel to the Czech Republic to learn from others in the Magnolia Support family. During the ramp-up to this role, you will learn the product and specifics of several client implementations. Your engineering background allows you to identify common traits in successful sites and build a repository of known-to-work solutions.
Once training is complete, you will take a front-line position in the Support group. Things change quickly for a Support Engineer. Multiple requests from clients require you to divide your time wisely. Handling assignments in a responsive manner gets easier by the day as you acquire more knowledge about the system and best practice patterns start to emerge.
Here is the punch list of your responsibilities:
- Answer technical questions from clients via support ticketing system, phone, Web conference a! nd email
- Provide recommendations and solutions t! o issues
- Build and release custom functionality to solve client issues
- Build Magnolia modules and develop custom sales demonstrations.
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