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职位描述：
Job Description

A Liferay Customer Support Engineer is responsible for providing support to Liferay customers regarding issues they receive with the product’s applications, environments, and configurations. Related tasks include basic software troubleshooting and testing, gathering necessary information to help assist in the further investigation of a customer’s experienced issues, serving as a liaison between customers and engineers, building troubleshooting tools and documentation, and additional duties as assigned. You will be challenged daily as your debugging skills are put to the test and you must quickly determine the root causes of an issue. A Customer Support Engineer should place a high priority on ensuring customer satisfaction and be available during some weekends and holidays to resolve Platinum Critical issues.

Job Duties

* Provide necessary phone support to APAC customers, especially Australian customers -30%
* Create knowledge base articles from post-mortem tickets -10%
* Provide documentation to customer for Liferay product setups -20%
* Reproduce customer issues -40%

Qualifications

* BS or BA in Computer Science or equivalent
* CET-6 or equivalent
* Excellent communication skills, phenomenal written English skills, presentation and organization skills.
* Able to complete tasks with minimal assistance, pressure and multi-task
* Extremely hard working, self-motivated, and detailed oriented
* Proactive in learning new technologies; Task and detail oriented
* Strong English in verbal and written communication, especially excellent speaking English that can call any English speaking customers. Candidates who have studied abroad, especially Australia are better.
* Ability to analyze complex issues and systematically break them down into their base components in order to determine the root cause of issues.
* Expert at following instructions and technical documentation.
* Willing to work according to customer's time zone, and take calls at weekends.

Pluses:
* At least 1 year working experience as customer service or technical support engineer in IT, software or computer industries.
* Experience with portal and portlets, or website maintenance.
* Have worked with multiple databases, and application servers

Personality Type and Preferences:
* Enjoys the pressure of being in the most business critical area of Support.
* Enjoys working in a team environment and asking others for help.
* Enjoys problem solving with limited amounts of information and digging for answers.
* Enjoys communicating through frequent updates.
* Enjoys researching and learning new things to resolve time sensitive issues.
* Enjoys working in an environment with hundreds of rules.
* Enjoys holding to and communicating standards while still going extra mile to produce added benefits.
* Enjoys unlimited amount of technical learning 举报 分享

Liferay Dalian Software Co., Ltd. was found in 2007 which is one of the branch of Liferay Inc, headquartered in Los Angeles, USA. Liferay was founded by four partners from diverse technological and professional backgrounds. Through the past 12 years, Liferay has become the leader in downloads (40,000+/mo) among ALL open source Java portals. Now we have the offices in Los Angeles (Global HQ), Chicago, Germany, Spain, Hungary, Brazil, China and India. Our seasoned team endeavors to pioneer innovative enterprise solutions for companies worldwide.

Corporate users/customers of Liferay include IBM France, British Telecom, BAE, Vodafone's R&D social network, Novell, Official Environmental Protection Organization of China, Top 10 European Investment Bank (Germany) etc.

Liferay Vision:

Enterprise.

Liferay, Inc. was founded in 2004 in response to growing demand for Liferay Portal, the market's leading independent portal product that was garnering industry acclaim and adoption across the world. Today, Liferay, Inc. houses a professional services group that provides training, consulting and enterprise support services to our clientele in the Americas, EMEA, and Asia Pacific. It also houses a core development team that steers product development.


Open Source.

Liferay Portal was, in fact, created in 2000 and boasts a rich open source heritage that offers organizations a level of innovation and flexibility unrivaled in the industry. Thanks to a decade of ongoing collaboration with its active and mature open source community, Liferay's product development is the result of direct input from users with representation from all industries and organizational roles. It is for this reason, that organizations turn to Liferay technology for exceptional user experience, UI, and both technological and business flexibility.


For Life.

Liferay, Inc. was founded for a purpose greater than revenue and profit growth. Each quarter we donate to a number of worthy causes decided upon by our own employees. In the past we have made financial contributions toward AIDS relief and the Sudan refugee crisis through well-respected organizations such as Samaritan's Purse and World Vision. This desire to impact the world community is the heart of our company, and ultimately the reason why we exist.


Awards & Recognition:

Gartner.

Liferay was named a Leader in Gartner's Magic Quadrant for Horizontal Portal Products in 2011! Liferay Portal was positioned based on its ability to execute and completeness of vision.

Water & Stone

Liferay Portal was named a leading Java CMS in Water & Stone's "2011 Open Source CMS Market Share Report."

EContent 100

Since 2006, Liferay Portal has been named to the EContent 100, EContent magazine's list of the 100 most influential and innovative companies in the digital content industry.

eWeek

"All of the above is true for the open-source Liferay Portal, but its browser-based administration and content creation interface goes much further, providing in-depth interactivity and capabilities that one usually finds only in desktop applications—providing this breadth of capabilities across all current-generation Web browsers."

InfoWorld

InfoWorld has named Liferay Portal the "Best Open Source Portal" on the market.

"Putting aside other standards, which our four portal finalists all follow, the compelling argument for winner Liferay Portal can be summed up by mentioning usability, architecture, security, integration, and portlets. Liferay's intuitive user experience, featuring drag-and-drop portlet arrangement and management, is tops."

Liferay has been fortunate to enjoy consecutive years of steady growth. Our operations are looking to further augment staff with new talent. Take a look at the roles and reach out if you believe you have the enthusiasm and desire to join one of the fastest growing and acclaimed open source companies in the world.