Join Our World-Class Team

Knoa Software, based in New York City, is a leading provider of B2B software for measuring and managing end user experience. Our flagship user analytics offering, "SAP UEM by Knoa," is resold worldwide by SAP. We are a pioneer in the end user experience management space, with a patented technology and a unique set of analytics.

SAP UEM by Knoa is available for on-premises deployment and as a cloud-based subscription service, with mature customer implementations on every continent. We are looking to expand our global support operations team with mid- and senior-level software support engineers.

Software Support Engineer

Responsibilities:

  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Interface with third-party support organization for level 1 and 2 support issues
  • Interface with Knoa engineering teams for level 3 support issues
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Document knowledge in the form of knowledge base tech notes and articles


Qualifications:

  • BS degree in Information Technology, Computer Science or equivalent
  • Proven working experience in enterprise technical support, IT support or as a software engineer
  • Four-plus years of application support experience on Java based solutions or 2+ years of Java development experience
  • Knowledge of Java, SQL, and basic Windows and Linux commands
  • Experience with technical and process documentation
  • Strong problem-solving skills
  • Excellent client-facing skills
  • Excellent written and verbal communication skills


Contact Details:

Qualified candidates are encouraged to send a resume to hr@knoa.com or apply via our LinkedIn posting: https://www.linkedin.com/jobs/view/279050599/