Tier 3 Software Support Engineer

Does working with customers to solve interesting problems excite you? Do you love helping translate between technical and non-technical customers?


The Opportunity

In a company that prides itself on delivering best-in-class customer service and support, the Tier 3 Software Support Engineer plays a crucial role, interacting daily with clients, development teams, and a variety of internal parties, including project managers, business analysts and team leads.  This position will report directly to the Manager of Client Services and contribute to the ongoing development of a culture of continuous improvement and high-quality service.

Silverchair is looking for a dedicated and flexible individual to handle escalated support issues that come in from customer generated support tickets. The ideal candidate will have a basic understanding of client support, excellent written and oral communication skills and SQL Server Database scripting.  This individual must be well organized, able to work with minimal supervision, and display a high level of professionalism.  This individual must be able to work with highly technical people and be able to translate the information into easy speak for our end users.

What We Do

Silverchair is a product development partner to the Scientific, Technical and Medical scholarly and professional publishing industries.  What that really means is we use and create advanced technologies to connect doctors, scientists, and researchers to the information they need to keep up with cutting edge research, diagnose complex conditions, or survey the literature within thousands of topic areas. Silverchair facilitates this activity by developing incredibly dynamic online tools and applications.

How We Do It

Over the last 21 years, we have learned a lot – from both failures and successes. We maintain a progressive mindset and aim to create the knowledge products of the future – and we expect the same mindset from our carefully selected team of professionals – be progressive, be excellent, and learn constantly.

What You Will Be Doing

What You Need to Bring