Support Engineer - Copenhagen

Support Engineer - Copenhagen
This position is based in Copenhagen, Denmark. The specialist works on the front line supporting our fast-growing customer base in the use of SDL and TRADOS products.

You must be a highly analytical and articulate individual who will work in a busy team providing high-quality technical support to our customers. The successful candidate will thrive in a challenging environment where they will be constantly gaining knowledge of SDL's desktop and server based applications.

Key Responsibilities:

  • Provide real time responses to our customer support inquiries.
  • Interact with our customers via electronic channels and telephone.
  • Diagnose problem causes and provide solutions.
  • Ensure continuous monitoring of customer issues until they are resolved.
  • Contribute FAQs and articles to the knowledge base.
  • Work closely with development to diagnose bugs and provide patches to customers.
  • Occasional beta testing of new product releases.
  • Occasional delivery of training to our customers.

Skills & Experience:

  • Excellent verbal and written communication skills in English. Finnish essential, either Swedish or Danish an advantage.
  • Excellent problem solving skills.
  • Self-motivated and resourceful.
  • Empathy and enthusiasm essential to dealing with difficult customer issues.
  • Ability to quickly adapt to new methodologies and technologies, and work in a high-pressure environment.
  • Preference for working in a cooperative team environment.
  • Demonstrated ability and willingness to learn new technology quickly.
  • Good knowledge of common applications and file formats (DOC, RTF, PPT, XLS, HTML, XML and other DTP formats such as FrameMaker and InDesign).
  • Experience in one or more of the following: MS SQL Database Server; Internet Information Services/Apache Tomcat; Windows operating systems (2000, XP, Vista and their respective server versions); .NET; Java.
  • Experience with computer-aided translation software, ideally with SDL Trados tools, would be a distinct advantage. Is your background in one of the following areas?
  • Experience working in technical support, customer service or call center.
  • Degree in computational linguistics, computer science or translation/linguistics with a focus on computer-assisted/machine translation and/or terminology management
  • Experience in the localization industry
  • Initial experience with Windows networks and their administration

Are you interested in…

  • Working in an international environment?
  • Keeping abreast of new technologies?
  • A dynamic career path with exciting prospects?
  • A casual, yet focused work environment?
  • Excellent compensation?
  • New challenges and interesting projects?

To apply, please send your resume and cover letter to recruitment.support@sdl.com.