Job Title:

Software Engineer (Product)

Business Area:

Engineering & Design

Location:

Lexington, KY USA

Job ID:

126836

Software Engineer (Product)

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The Product Engineer (PE) role provides problem resolution to business solutions dealers related to Lexmark fleet management solutions.  This role requires a passion for providing a superior customer experience, and the ability to develop a system-level understanding of complex software and system issues.  The individual should be someone who is looking for broad career growth in a dynamic software development and services organization.

 

Responsibilities:

·         Lead the resolution of complex software and database issues, tracking them in problem solving systems

·         Develop a strong working knowledge of Lexmark solutions products, and their interactions with various server, O/S, network, and printing device configurations.

·         Based on incoming field issues and direct product analysis, improve Lexmark’s software products by providing technically rich feedback to development teams regarding stability, performance, and usability themes.

·         Effectively and professionally interact with dealer/customer personnel in writing, as well as in direct communication such as conference calls and on-site visits

·         Provide timely and regular updates to the customer and other stakeholders (meet or exceed SLAs) regarding progress on their issues

·         Perform complex troubleshooting and root cause determination, including analysis of system logs to isolate errors and other unexpected occurrences

·         Provide documentation regarding solutions for customers and Lexmark technical support (create knowledgebase content, FAQs and training)

 

Requirements:

·         5+ years industry experience, including previous product support experience

·         Demonstrated ability to use step-by-step engineering problem solving approach, including replicating problems, debugging, and root cause analysis

·         Database and System Admin Experience Required:

o   Oracle (import/export, error codes, data recovery)

o   Postgres

o   Microsoft Server 2008R2 and above

o   VMWare, vSphere

o   Apache, Tomcat, web services

·         Other experience preferred:

o   Device management, including polling for device data via SNMP

o   Microsoft SQL server, scripting

o   MDX

o   Java and JavaScript

·         Ability to understand the technology product expectations of customers, from small businesses to large corporations

·         Travel 10-20%, mostly domestic (must have ability to travel worldwide)

·         Technical degree in computer science or equivalent

·         In-depth knowledge of common network structures, server O/S, client O/S

·         Ability to prioritize issues and workload based on customer impact

·         Ability to analyze code structure to pinpoint root cause

·         Ability to write and release code is a plus

·         Experience in effectively using multimedia communications to work with people around the world

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