skip to main content

Important Notice

It appears you are using an older version of your browser. While some functions will be available, IllinoisJobLink.com works best with a modern browser such as the ones provided by:

Please download and install the latest version of the browser of your choice. We apologize for any inconvenience.



Senior Support Engineers

Click the Facebook, Google+ or LinkedIn icons to share this job with your friends or contacts. Click the Twitter icon to tweet this job to your followers. Click the link button to view the URL of the job, which then can be copied and pasted into an e-mail or other document.

Job Details
Job Order Number
8607862
Company Name
iManage, LLC
Physical Address
71 S Wacker Drive, Flr 4
Chicago, IL 60606
Job Description

Job Description:
Resolve customer software issues, manage customer expectations, and communicate clear next actions to customer technical and business contacts; document and publish Service Incident Reports to customers containing preventative actions, corrective actions, root cause, and relevant workarounds for customers; develop and publish best practice methods, technical white papers, blogs, and solutions and present these concepts at tradeshows and external webinars; develop and publish utilities leveraging scripting languages and iManage APIs to improve customer self-service; identify trends in software issues and provide feedback to product management to deliver continuous improvement in software development lifecycle; utilize sophisticated computer software to conduct data analysis and modeling as well as simulation to identify the root cause of problems within the enterprise architecture; prepare reports for internal software team to present results of data analysis and to advise on recommended solutions for optimization; formulate and apply statistical modeling and optimization methods to analyze, diagnose, and resolve highly technical software installation and configuration issues relating to the backend system architecture of enterprise-level software; provide alternative courses of action to determine which plan will offer the best outcomes based on the business and technical needs of the customer organization; collaborate with Cloud Operations and Software Engineering teams in consultation with Management to ensure successful implementation of solutions for software improvements; collaborate with the customer organization’s network, security, and other IT engineers and system integrators to carry out complex system deployment projects and to make recommendations on system design and best practices; and educate fellow team members on methods to ensure that internal and external business and end-user SLA demands are met.

Job Requirements:
Must have a Bachelor of Science degree in Computer Science, Management Information Systems, or Information Technology plus 18 months of experience as a Support Engineer or a substantially similar position, performing all of the following duties: utilize sophisticated computer software to conduct data analysis and modeling as well as simulation to identify the root cause of problems within the enterprise architecture; prepare reports for internal software team to present results of data analysis and to advise on recommended solutions for optimization; formulate and apply statistical modeling and optimization methods to analyze, diagnose, and resolve highly technical software installation and configuration issues relating to the backend system architecture of enterprise-level software; provide alternative courses of action to determine which plan will offer the best outcomes based on the business and technical needs of the customer organization; collaborate with Cloud Operations and Software Engineering teams in consultation with Management to ensure successful implementation of solutions for software improvements; and educate fellow team members on methods to ensure that internal and external business and end-user SLA demands are met.

To Apply: Send resume to Recruiting at Peopleops@imanage.com (Ref. no. L5409)


To view full details and how to apply, please login or create a Job Seeker account.