Senior Product Support Analyst

Job ID
Professional Services - Software Development or Programming
Pos. Type
Full Time

Company Overview

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.


Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.


Join our Imaging team…greater document flexibility for more personal productivity.  We are passionate about designing and building secure technology that empowers companies to gain control of their document management processes and ensure their proprietary and customer information is protected.

Job Summary

Summary: A Senior Systems Support Engineer is a Subject Matter Expert (SME) that provides support to Systems Support Engineers and direct engagement with Nuance Partners, Distributors and Resellers for complex server based software solutions. A Senior Systems Support Engineer is responsible of reviewing and facilitating Development Escalations on issues that may require code change from Product Development. This position will contribute in the development of advanced technical skills to Nuance Document Imaging Support organization through training initiatives, mentorship and knowledge sharing initiatives. And a Senior Systems Support Engineer will engage on product deployment, solution stabilization initiatives and onsite support engagement.



• Act as Senior/Lead for a newly created and highly visible team
• Technical advisor to the Support Engineers
• Direct customer engagement on complex and/or escalated incidents
• Perform in depth trace log analysis, including custom logs, Microsoft Server logs and wireshark
• Review and facilitate technical escalations to Product Development, including simulation and replication of issues with Nuance lab
• Identify top support incident drivers and development of key KB articles
• KB article review and approval
• Effectively track and log, clear and concise case notes into the incident management system.
• Will be called upon to deliver Technical Support training (including travel)
• Project management and product deployment (including travel)
• Provide user and administration training to customer (including travel)
• Perform other tasks as assigned
Work USA and/or European business hours including weekend shifts



Number of Years of Work Experience: 5+ years’ experience providing technical support on client-server based software solutions under Windows networking environment.


Required Skills:

• Solid technical skills and expertise with the ability to provide technical support
• Exceptional technical consultation skills with a strong solutions orientation
• Strong and effective English language communication skills: verbal, listening, written and presentation
• Strong interpersonal skills
• Exceptional customer service skills with effective follow-through
• The ability to work effectively at all levels of an organization
• Strong organizational, planning and time management skills
• Willingness to own problems and see them to completion
• Excellent written and verbal communication skills
• Strong knowledge of Windows Server Operating Systems, including Active Directory
• Strong knowledge of Microsoft SQL Server and SQL 
• Knowledge of Development Methodologies and Programming Languages
• Prior experience with vendor management
• Willingness to work off hours shifts, including nights and weekends


Preferred Skills:

• Technical certifications and advanced working knowledge in Microsoft Operating Systems and networking, including remote software deployment and management
• Experience in Call Center / Help Desk or equivalent technical environments
• Knowledge of Development Methodologies and Programming Languages
• Knowledge of Windows Server Operating Systems, including Active Directory
• Knowledge of Microsoft SQL Server and SQL
• Strong understanding of the Printing Process in Enterprise environments
• Working knowledge of Document Management Systems
• MCTS/Microsoft Certified Technology Specialist (or MCP equivalent)
• Self-driven individual


Education: Bachelor or Associated degree in Computer Science or related discipline required


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