Careers

Support Engineer

Vivisimo (vivisimo.com) is a rapidly growing, leading provider of enterprise search software. Our mission is to help organizations find, organize and use the massive amount of information available in today's world. Leveraging our core competency in developing enterprise search software, as well as our experience in consumer search, we deliver search solutions that improve workforce productivity, streamline business processes, raise customer satisfaction and increase sales. Our Global 1000 customers come from a wide range of industry segments, such as consumer-packaged goods with Procter and Gamble, pharmaceuticals such as Organon NV and Eli Lilly, Credit Suisse in banking and finance, manufacturers including Tyco Electronics and Airbus, media outlets such as U.S. News and World Report and educational institutions like the University of Tokyo. Vivisimo also sells into government for E-government citizen access initiatives with Government of the United States (USA.gov), the National Library of Medicine (nlm.nih.gov), the Government of New Zealand (newzealand.govt.nz) and the Government of Israel.

Position Responsibilities:

  • Handle customer contact, case entry, and all Level 1 (documented) and Level 2 (troubleshooting) case responses.
  • Perform limited paid customizations (applications engineering) for small services projects.
  • Replicate product issues and enter bug reports.
  • Perform triage on customer cases and assign to available product development resource for deeper troubleshooting.
  • Maintain federated search sources used by the Velocity customer base.
  • Ship product and product license updates to customers.
  • Document new best practices procedures and problem resolutions for the self-service knowledge base.
  • Deliver Quickstart sessions to new customers or product evaluators to get them up and running with the Velocity product.

Candidate Experience and Requirements:

  • Bachelors degree in the physical or natural sciences preferred and at least two years work experience.
  • Highly motivated, customer-oriented individuals who possess a superior balance of technical, industry, and customer service knowledge and experience.
  • Excellent customer skills, including both e-mail and phone.
  • Software Industry experience required.
  • Excellent troubleshooting skills to understand and diagnose issues with complex search and retrieval software.
  • XML technologies (XPath, XSL, Schemas, SOAP etc).
  • Web Technologies (HTML, CSS, Javascript).
  • Experience with the Linux, Solaris and Windows operating systems to help customers install and configure software.
  • Strong English skills, to be able to do linguistic customizations.
  • Ability to establish an effective-working relationship with the Application Engineering team.
  • Must be effective in working both independently and in a team setting.

Other pluses:

  • Experience with configuring and maintaining Apache and IIS web servers.
  • Experience with search engines, text mining or information visualization, information extraction, XML databases, etc.
  • Proven writing ability; loves the web.
  • Experience with Customer Relationship Management systems, including case handling, escalation processes, etc, especially SalesForce.com CRM application.

Compensation includes salary, commission, stock options and full health benefits. To apply, send a cover letter and a resume to careers@vivisimo.com with the subject heading "Support Engineer".

Vivisimo Is An Equal Opportunity/Affirmative Action Employer.

Current Opportunities