• Senior Product Support Engineer

Business Environment:

• Reuters derives more than 90% of our revenues from customers in the financial services industry. Our goal is to transform Reuters into a focused information company that exploits its core skills, scale and brand to deliver the right products at the right price with great service.
• Accountable for:
• Provide comprehensive product support expertise for Client Site service.

Responsibilities:

• Provide technical resolutions with other resolver groups to achieve service level goal upon the escalations from client site.
• Own the technical functions during new products release on client site, including qualification testing, package making/verification, documentation, briefing, and etc.
• Technically responsible for ensuring that the product or applications are suitable for deployment in client site, and the technical standard are clearly communicated and aligned with business principle.
• Document and publish new technical product information to all related technical staff. Contents should be accurate, easy to understand and produced in a timely manner.
• Provide a focal point for all technical product escalations to next support level or development.
• To co-ordinate technical Beta site support to the products providing on site and off site support as required, also to maintain working test bed of Beta products.

Education & Experience

• University graduate, preferably in Computer Science, Electronics, Engineering, and etc.
• At least 5 years experience on similar technical support function, preferably in finance service industry.
• Pre-requisite and Professional Skills
• Thorough knowledge of Unix/Windows systems, and network techniques. Experience of installing, configuring UNIX, LINUX and or Microsoft based software products in a networked environment  
• Experience at testing functionality and performance of a product and documenting outcomes. 
• Experience of trouble-shooting and supporting solutions 
• Strong analytical and problems solving skills 
• Systematic in tracking escalations and ensuring a resolution is found 

Knowledge management skills

• Good command of English
• Additional valued skills
• Good communication and interpersonal skills, understanding and supporting.
• Passion, discipline and creativity.