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Alfresco // open-source process automation & content management
 
Engineering, Full Time    New York    Posted: Thursday, April 02, 2020
 
   
 
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About Us

Alfresco is a commercial, open source software company that provides simply a better way for people to work, ensuring they have the right information they need, exactly when they need it most.

Our software powers the daily work of more than 11 million people at industry-leading organizations in more than 190 countries worldwide. The Alfresco Digital Business Platform is a modern, enterprise-class, cloud-native platform that enables organizations to build digital operations to deliver instant services with exceptional experiences. It provides the fastest path for people to interact with information & for organizations to quickly respond to threats, opportunities & circumstances.

Alfresco helps more than 1,300 industry-leading organizations, including Cisco, Pitney Bowes, the Canadian Museum for Human Rights, US Navy Department, the Joint Chiefs of Staff, & NASA, be more responsive & competitive.

Founded in 2005, Alfresco has its headquarters in Boston, Massachusetts, USA. For more information on Alfresco, please visit http://www.alfresco.com.
 

The role of a Premier Services - Support Service Engineer is within our Customer Success group. This team consists of the Global Customer Support, Consulting, Customer Relationship Management & the Premier Support Services. This group is completely focused on our customers. This is reflected in our mission statement:

Deliver outstanding results, experiences & business value throughout the Alfresco customer lifecycle.

The Premier Services Support Engineer (PSE) role works closely with three groups of people: Customers, colleagues & management.
As an example of what the role entails the job description is built around those three groups:

Your Customers
A successful Premier Services Engineer (PSE) will help & guide our customers running their Alfresco project to a successful outcome.
During daily interactions with our customer onsite or remote the PSE will directly contribute to the success of Alfresco projects at the assigned customer.  Their integration into the customer's team enables the PSE to understand the customer needs & their priority. Knowing the priorities, projects & problems the customer is facing the PSE uses their knowledge & our Premier Support processes to ensure a high-quality solution within an appropriate time-frame.

This leads to a high satisfaction rating from our customers about the (Premier) Support delivered as reflected in our metrics.
Alfresco's best Premier Services Engineers are technical specialists in Alfresco Content Services (ACS) & Alfresco Process Service (APS). They work together with their customer to configure & maintain reliability & performance in the current environment & prepare planned upgrades. Outside of those activities the PSE will carry out annual health checks & performance tuning on customer's environment, providing feedback & follow up on recommendations to identify & prevent any potential issues on their systems. Smaller customizations will be as well included in the work of the Premier Services Engineer.

Your Colleagues
To be successful as a PSE at Alfresco, it is necessary to collaborate with colleagues within the Premier Support Services group & with Alfresco's global support team. This might include technical help, providing additional information, sharing best practices & knowledge as well as contributing to a diverse set of projects.
Outside the support organization the Premier Services Engineer will work closely together with our Sales Team, the Customer Success Managers & Alfresco Professional Services team including consulting & training.

Your Management
The Premier Services Engineer will report to the regional Premier Support Services Manager who is happy to help as much as possible to ensure the customer's success.
If you can motivate yourself, work independently & like to laugh, our work environment might be the right fit for you. And as half the team & the customers are remote, open collaboration is especially important.
All this is about your work & career. And all managers at Alfresco are supporting their employees in developing to achieve short & long term goals to progress your career as you want & when you want it.
If you read so far & can see yourself fulfilling this role, please contact us. If you look for a bullet point list of responsibilities & desired qualifications, please read further:
 
 
 
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