a-tune software Inc. provides data and compliance management for research and development facilities through software, services and applications. Please visit http://www.a-tune.com for more information. 

Position Overview

Our Technical Software Support Specialists respond to customer reports and requests for assistance in utilizing the tick@lab software suite.  Customers depend on accurate and timely resolutions requiring teamwork, clear communication, trouble-shooting and application of resources that could engage additional departments (such as Development or Sales) until the answer is found.  Specialists develop a keen awareness of resolutions, a broad understanding of product offerings and have exceptional interpersonal and communication skills.  Travel domestically and internationally is required. Candidates should possess strong multitasking skills and be able to manage several projects simultaneously.

Key Responsibilities

Planning and installation of tick@lab software

Maintenance of existing environments (upgrades and configuration)

Communicate with customers to provide solutions or workarounds

Communicate issue status externally and internally, driving toward resolution

Determine whether an issue requires escalation to manager and follow escalation process

Clearly document customer tickets in internal CRM system and follow processes established for CRM use

Provide technical training to customers

Attend remote planning meetings with project team and customer

Attend GoToMeetings and work from home due to time zone differences

Ability / Willingness to travel up to 25% of the time

Independent study to expand knowledge of the business scope of the software

Key Skills and Qualifications

Knowledge of Linux and Windows platforms for Oracle database installations

Knowledge of Windows servers, IIS and Authentication methods

Work on tooling (installer, back-up routines, automatic error reporting, etc)

Work with reports (PL/SQL)

Knowledge of XML

Knowledge of ASP.Net

College diploma or Bachelor's degree in a technology-related field or equivalent work experience of 3-5+ years experience in a customer facing technical or application support role

Desirable Qualifications

Analytical Thinking

Strong organizational skills and high attention to detail

Ability to learn quickly with little direction or oversight

Quick-witted, excellent communication skills, personable

This position requires the employee be able to qualify for credit card for travel requirements.

Candidates must be authorized to work in the US as permanent residents.

We are not offering relocation or sponsorship.



a-tune offers competitive benefits including health insurance with a Health Reimbursement Assistance on high deductible plan, dental, vision, Life, long-term and short-term disability, Optional 401K plan with matching, paid holidays and competitive vacation time.

It is the policy of a-tune software Inc. to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, a-tune software Inc. will provide reasonable accommodations for qualified individuals with disabilities.

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