Premier Services Engineer

The Premier Services Engineer works with the customer to configure and maintain the company’s reliability and performance in the current environment and prepare planned upgrades.

Please note, this position will be located in Seattle (remote).

• Perform basic set-up and installation of the company’s environment
• Configure the company’s servers to best practices
• Provide assistance with user administration, role definitions, and workflow configuration
• Provide assistance with common customizations
• Perform an annual health check for each customer
• Perform annual configuration and performance tuning
• Assist with upgrade planning and activities
• Resolving and managing all support issues and escalating service needs
• Identify and raise product enhancement requests on behalf of customers.
• Maintain current knowledge of company’s product offerings and support policies
• Work with other teams as required to provide best practice advice, identify potential workarounds and supply support code add-ons for Enterprise customers.
• Work closely with sales and professional services to ensure customer needs are met and future opportunities are identified.
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

• Bachelor’s Degree or equivalent
• Alfresco certifications a plus
• Experience with Alfresco Content Service is a must
• Strong communications skills with the demonstrated ability to engage with both senior business and senior technical customer staff
• Ability to trace and debug Web applications
• Understanding of J2EE, JavaScript, XML, Web services
• Perform analysis and tune operating system and web technology performance
• Understanding of network protocol layers, security layers and domain models
• Understanding of standard support processes
• Experience managing strategically important customer accounts
• Professional Services / Premier Services experience
• Experience with content management and business process management systems (Alfresco / Activiti preferred but other relevant experience will be considered)
• Experience with software development methodologies (SDLC, agile, etc.) and supporting technologies (bug tracking, source control, change and configuration management, etc.)
• Experience with one or more relational database systems and working knowledge of SQL
• Experience supporting or building Java applications (both Java the language and Java the platform)
• Understanding of enterprise architecture, preferably in the context of high scale, clustered Java web applications
• Experience deploying applications to cloud environments such as AWS or Azure
• Good presentation skills
• Project management and requirements analysis experience
• Experience to deal with escalations

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $129,000 – $194,000 and eligible for bonus and benefits.