Career Opportunities


Title: Business Support Engineer
Reports To: COO
Area: Business Analysis/Support/Sales Engineer
Status/Type: Full Time Employee
Rate: Salary
Date Created: March 15th 2012

Job function

The Technical Support Consultant will act as the SME for the Epilogue Systems suite as it is applied by our customers to ERP/CRM and complex enterprise software solutions. The Support Consultant will serve as the primary resource for our customer installations, training and technical support of our application suite. The expertise and work effort primarily focuses on identifying and understanding key customer problems and requirements; creating functional and technical designs; providing 24x7 customer support as it relates to configuring, customizing, and integrating our application suite with our customer s enterprise environments. The Support Consultant is responsible for completing application development-related activities, including facilitation of client design/review sessions, capturing business and technical requirements, creating detailed designs, configuring the software, troubleshooting complex technical issues, coordinating (completing) testing activities, and training customers on technical administration of the software.

Job responsibilities
  • Lead in the analysis, design, development, testing, and implementation of the technical aspects of knowledge Abilityto provide 24x7 functional and technical application support on a rotational basis
  • Develop a thorough understanding of how ERP and CRM applications work to support customer base in using the Epilogue Suite of applications
  • Configure, design, test, and troubleshoot Epilogue System Suite applications
  • Create and complete various project activities and deliverables including design documents (e.g. technical  architecture) and training materials, as well as hands-on activities associated with configuring and using the Epilogue Application Suite
  • Achieve a high level of customer satisfaction through careful planning, creative problem solving, solid expectations management, and effective relationship development
  • Contribute to company growth through the creation and sharing of knowledge, lessons learned, and best practices based on experiences and customer interaction
  • Use analytical and problem solving skills to identify customer problems, gather supporting data, and recommend process and technical improvements
  • Identify and understand how customers will interface with software applications in order to define/improve the user experience
  • Gain a thorough understanding of the customer s  customer service  objective, culture, organizational structure, skills, experience, and processes in order define and implement change management within the customer s environment
  • In addition to working on billable client projects, the Managed Services Support Consultant may also assist as needed with pre-sales activities

Travel Requirements: Typically less than 30%

Work Environment: Typically works in an office environment with a moderate noise level.  Sits, stands, walks, talks, listens.  Uses a computer.  May be required to work at all hours as needed. Direct contact with clients on a daily basis.


Required Skills

  • Excellent interpersonal, organizational, and time management skills
  • Strong communication skills with the ability to communicate at all levels across a client s organizational structure
  • Ability to lead and influence clients; ability to facilitate joint design sessions with clients; ability to develop and deliver formal and informal training to clients
  • Ability to identify, understand, and analyze complex customer problems; ability to translate customer needs into requirements and detailed designs
  • Ability to adapt to various client environments and corporate cultures
  • Requires solid functional and technical knowledge of enterprise software applications and SDLC methodologies

Desired Skills

  • Operating Systems: MS Windows
  • Web servers: MS IIS
  • Databases: MS SQL Server, MS SQL Server Express, ODBC Languages: C#.NET, JSP, JavaScript, HTML
  • Security: Firewalls, Authentication Systems, VPNs
  • Other: Data storage, back-up, failover, load balancing, load/performance testing

Required Experience: Minimum of 3 years experience working in a technical support role and/or deploying enterprise wide software applications.

Preferred Experience: Previous consulting and/or systems integration experience is a strong plus; working knowledge of ERP systems and how they are used in the business environment (SAP, MS Dynam<p>ics, Sales Force, etc.); experience working in a matrix environment; experience deploying or integrating CRM applications will be useful.

Education & Training

Required Education/Training: Bachelors degree(s) or equivalent experience required

Contact: Cameron Kelley, CIO/COO, at or 281.249.5405 (Extension 101)