Product Support Engineer - Infra

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

Overview of Job Function:

The Product Support Engineer role analyzes and evaluates technical problems and/or functionality questions within the software based on the application, data source or integration with external applications. The role determines the best course of action to resolve the problem or inquiry.

Principal Duties and Essential Responsibilities:

• Assist Verint Professional Services & customer with assigned technical support issues that are reported via telephone, web and email.

• Provide accurate analysis, troubleshooting and testing of technical issues.

• Ensure the highest level of communication with the customer to meet Verint’s contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, complete, and timely solutions in a professional manner while demonstrating the highest level of customer service.

• Facilitate resolutions with Verint’s customer contacts and with other members of the Verint organization (sales, services, product house, etc.) as necessary during problem resolution. Technical guidance may be provided by a Senior Product Support Engineer and/or Technical Lead.

• Follow and maintain all standards for tracking and documenting issues throughout the lifecycle of a support case.

• Meet or exceed customer satisfaction objectives.