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Senior Technical Support Engineer/Analyst Late Shift

Lowell, Massachusetts Kronos Incorporated

Location:
Lowell – Massachusetts – USA
Function:
Customer Service/Support
Ref #:
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Description
The Technical Support Engineer will provide expertise as the internal
escalation point for support for infrastructure and technology issues
related to the deployment of the Kronos application in the hosted
Kronos Private Cloud.
Other responsibilities will include the following customer/site
related tasks:
Troubleshoot, analyze and solve complex customer issues
Understand and configure software interfacing products
Effectively communicate product issues to the customer & Kronos
engineering enabling timely solution while maintaining customer
satisfaction.
Provide technical expertise to conduct specific performance or
functional tests associated with resolving performance issues
regarding Kronos applications
Create and conduct training and/or knowledge sharing sessions to
enhance team performance
Provide mentorship and assistance with issue resolution to fellow
team members when needed
Integrate the KCS methodology into the diagnostic, resolution and
documentation phases of casework; Responsibilities include accurate
use and linkage of existing articles in case resolution, editing
existing content when appropriate, and creating new content as
necessary
Late Shift – 11am-8pm EST
On call availability if needed
Qualifications
Bachelors Degree in a Computer Science or similar training required
5-7 years of Customer Service experience, preferably with a
background in enterprise software support
Advanced working knowledge of PC’s, operating systems, web
technologies, communications protocols, and a demonstrated ability to
troubleshoot complex technical problems on multiple platforms
Experience supporting or using Kronos products, in Windows and/or
UNIX environments
Database experience with MS SQL and Oracle platforms, and the
ability to configure database servers to support Kronos installations,
including creating required table spaces, security, and performance
tuning parameters
Previous SQL scripting, system administration, and network
administration experience a plus
Ability to document complex technical cases and communicate
requirements both verbally and in writing
Ability to manage multiple tasks independently and successfully with
little or no direct supervision
Corporate overview
You re empowered when you re a Kronite.
Want to be part of an elite group of highly skilled professionals? We
think our employees are a special group of talented, energetic, and
innovative people. And for that reason, we refer to ourselves as
Kronites. Kronites care about more than just work. We recognize the
need to maintain a healthy work-life balance to live inspired. In
fact, it s expected! You ll soon learn that we take work and fun
seriously. No matter what position you hold at Kronos, you re a
Kronite. And we want you to feel like you have the power to make a
difference in your life and the lives of others, at work and beyond.
Want to learn more about our culture? Follow us on Twitter
@work4kronos. #MyWorkInspired
Kronos is a global provider of workforce management and human capital
management cloud solutions. Kronos industry-specific workforce
applications are purpose built for businesses, healthcare providers,
educational institutions and government agencies of all sizes. Tens of
thousands of organizations including half of the Fortune 1000 – and
more than 40 million people in over 100 countries use Kronos every
day.
EEO Statement
Equal Opportunity Employer
Kronos is an Equal Opportunity Employer. All qualified applicants will
receive consideration for employment without regard to race, color,
religion, sex, gender identity, sexual orientation, age, national
origin, protected veteran status, disability or any other basis
protected by federal, state or local law.
View The EEO is the Law poster and its supplement.
View the Pay Transparency Nondiscrimination Provision
Kronos participates in E-Verify. View the E-Verify posters here.
Disability Accommodation
For individuals with disabilities that need additional assistance at
any point in the application and interview process, please email
or please call 1 .

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