Technical Support Engineer             

The Technical Support Engineer will be a member of the multi-location mPortal technical support team, supporting mPortal's premier customers including Disney, Xerox, Alltel, Virgin Mobile, etc. at mPortal's Vienna, Virginia location. The successful candidate will be working very closely with the software development and the software implementation teams and will be taking over the support of our software once it is implemented for the customer. This position will be the first line of support for all mPortal software products for all of its customers.

This position will be responsible for providing the type of high quality technical support that mPortal expects to deliver to its customers. This position will report to the Technical Support Lead and will be working closely with other members of US and off-shore based mPortal support teams. The successful candidate will be working with mPortal's premier software products which are based on leading edge mobile technologies such as J2ME, BREW, Microsoft, Palm, and leading edge server technologies based on J2EE and will be responsible for enhancing the support processes by consistently and continually building up a strong and updated knowledge base to better support our customers.

Job Description:

· Debug and resolve customer issues, reporting the updated status
  to the customers in a timely manner.
· Escalation of complex issues to the Technical Specialists within the
  company, working with them to resolve these issues to the
  customer's satisfaction.
· Work with software development, product management, and the
  customer to schedule bug fixes/patches, and provide software
  maintenance releases by working through the implementation
  process.
· Work with mPortal's managed services vendors to resolve
  infrastructure issues that may affect the availability and
  performance of mPortal products.
· Participate in SRT (Service Restoration Team) and RCA (Root
  Cause Analysis) meetings.
· Generate detailed and professionally prepared reports for both
  customers and internal management.
· Learn new industry related mobile technologies as they evolve and
  become part of mPortal's
  software product suite.
· Participate in 24/7 on-call support escalation rotation and shift
  rotation scheduling.

Experience Requirements:

· BA/BS in Computer Science or related technical discipline.
· 1-3 years of previous experience supporting large scale software
  systems for multiple customers is a must.
· Previous experience working with J2EE systems/UNIX systems is a
  must.
· Experience with SQL and databases.
· Working knowledge of JBoss, Apache, and Tomcat.
· Proven ability to research and solve complex technical problems.
· Experience using a customer support tracking tool.
· Experience in mobile technologies is an advantage.
· Excellent written and verbal communication skills in standard
  American English.


Title: Technical Support Engineer

Reports to: Technical Support Lead

Work Location: Vienna, VA

For consideration, please send your resume directly to: jobs@mportal.com

mPortal is proud to be an equal employment opportunity and affirmative action employer.