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Development Escalation Engineer

Job ID: 75329BR
City: Pittsford
State: New York
Country: United States
Category: Engineering
Job Type: Full Time
Description:
UTC Climate, Controls & Security is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings. UTC Climate, Controls & Security is a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide.
Lenel Systems International Inc., a United Technologies Company (UTC) and a leading provider of software security solutions, seeks a motivated candidate to join our Engineering department at the Pittsford, NY site.
Benefits include working with a highly talented development team, flexible hours, UTC?s Employee Scholar Program, and the ability to advance within Lenel or UTC.
Job Description
The Development Escalation Engineer is responsible for troubleshooting, root cause identification, problem resolution, and maintenance of Windows-based software solutions that will shape the future of the security industry. This includes working with the latest technologies and on exciting applications like biometrics, smart cards, access control, ID management and digital video.
The successful candidate will be a member of the Engineering team focusing on sustaining and maintenance of our flagship security product. The candidate will leverage their software troubleshooting and physical security domain expertise to provide deep technical troubleshooting for escalated issues that involve complex and business sensitive support situations. Through root cause analysis performed by the candidate, support issues validated to be caused by software defects are escalated to the sustaining engineering team, while other issues are de-escalated with appropriate recommendations for further action. The candidate will be required to join customer calls and present technical solutions and status updates to the end user customer. The candidate will be provided a career opportunity to advance within the Engineering team and join new product development and partner program support.
The responsibilities will include:
+ Utilizing the latest tools & techniques in software debugging and troubleshooting
+ Analyzing, troubleshooting, and debugging complex software problems from the field deployments
+ Recommending troubleshooting enhancements in software design specifications
+ Mistake-proofing software documentation and functional test specifications
+ Socializing domain expertise to improve issue resolutions
+ Working in a fast-paced environment, meeting deadlines, and staying on top of current technologies.
+ Working tightly with the members of the Software Development, Technical Support, Development, Quality Assurance, and Product Management groups, as well as with end users as may be necessary
+ Managing timely customer communication in collaboration with global Technical Support teams
Qualification:
Desired Skills
+ 4+ years of technical support experience with focus on software troubleshooting
+ Proven subject matter expertise in physical security applications
+ Excellent written and spoken communication skills
+ Experience with troubleshooting in Windows, crash/memory dump collection, perfmon, ActiveDirectory, Domain, and network connectivity troubleshooting
+ Experience with database concepts, SQL, SQL Server, SQL Management Studio, Oracle, and Crystal Reports a plus
+ Experience with Microsoft debugging tools, and web services a plus
+ Highly motivated, fast learner who works well both independently and within a team
+ High aptitude for asking probing questions and solving technical issues
+ Highly analytical and excellent problem solver
Education:
Required Education
+ Bachelor of Science or higher in Computer Science, Software Engineering, or Computer Engineering, or 4+ years of demonstrated security software troubleshooting experience.
United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
Qualification:
Desired Skills
+ 4+ years of technical support experience with focus on software troubleshooting
+ Proven subject matter expertise in physical security applications
+ Excellent written and spoken communication skills
+ Experience with troubleshooting in Windows, crash/memory dump collection, perfmon, ActiveDirectory, Domain, and network connectivity troubleshooting
+ Experience with database concepts, SQL, SQL Server, SQL Management Studio, Oracle, and Crystal Reports a plus
+ Experience with Microsoft debugging tools, and web services a plus
+ Highly motivated, fast learner who works well both independently and within a team
+ High aptitude for asking probing questions and solving technical issues
+ Highly analytical and excellent problem solver
United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.


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