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Product Support Specialist - 1

Absolute Opportunities
Melville, NY, 11747
November 19, 2019


Product Support Specialist - 1

Melville, NY 11747

Company Overview

Join an exciting opportunity with one of the world's most successful global brands. NT-ware, headquartered in Bad Iburg, Germany, provides a full range of soft- and hardware solutions, based on the latest technologies, to manage and control all printing and copying processes. Our organization not only delivers printer management functionalities like printer accounting, copy accounting, and secure printing, but also production printing features like print room management, job ticketing, web submission and production management. It is our goal to help our customers increase their productivity, reduce costs, and optimize their workflow.

For our main product, uniFLOW Output Manager NT-ware has entered in a strategic partnership with Canon Inc. This position, based in Melville, NY is in support of the US client base.


As a Technical Support Specialist (Specialist, Prod Support) working in our Melville office (Occasional work from home on request) you will be responsible for the technical analysis and troubleshooting of reported software problems which you will reproduce in a virtual environment and/or test lab. You will be the direct contact between our customers and the software developers. The provision of technical training to your colleagues internally as well as external and on-site/installation support complete the range of tasks.

Triage customer reported issues and respond to them via ticketing system, phone or remote sessions

Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix

Respond to user-reported issues in adherence to established Service Level Agreements

Document actions to effectively communicate information internally and to customers

Link between NT-ware 3rd level support team and NT-ware development

Provide internal and external advanced technical training

Passion for customer service and teamwork

Key Relationships Internal

NT-ware 3rd Level Support (globally, English)

NT-ware Development (Germany, English)

NT-ware Project Team (globally but mainly USA)


Key Relationships External

Canon Worldwide (mainly Americas)

Canon Business Partners, Canon Solutions America

Indirect Sales Reseller Partners

Performance Measures

Customer satisfaction

Satisfaction with trainings delivered

Escalation quality to NT-ware Development

Ticket resolution rate


Excellent understanding of technical problems and their interrelation

Excellent troubleshooting skills and analytic thinking

Excellent knowledge of Microsoft operating systems (workstations and servers)

Good knowledge of network problem analysis

Extensive networking and OS related knowledge

SQL (language, DB servers)

Attention to details, fast learner and excellent verbal and written communication skills

Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment

Be able to translate technical information in a simplified, easy to understand manner

MAC: printing, administration, configuration, troubleshooting

Technical certifications

Proven capability to lead teams both internally and externally to deliver complex and technical projects

Successful design of complex software/hardware technology solutions in the printing environment

Extensive knowledge of Canon’s uniFLOW software product technologies preferred

Drive & manage change

Exceptional customer service orientation

Self-managed and team oriented

Deadline and detail oriented

Flexibility for after-hours/weekend/on-call support


The fundamental purpose behind our technology is to help our customers to run their businesses better – with less cost, with more security and with better productivity.

We are a fast moving and agile technology company with a team of over 120 people in our four sales and support offices in Europe, USA, Singapore and Japan.

We are inventing new and better ways to help companies get maximum value from their printer and scanner fleet by helping them manage their printing costs, improve their office worker productivity through document process automation and increase their document security. We help print rooms to improve their efficiency by creating better print production workflow management technology.

Required Knowledge, Skills, and Abilities: (Submission Summary):

1. Excellent understanding of technical problems and their interrelation

2. Excellent troubleshooting skills and analytic thinking

3. Excellent knowledge of Microsoft operating systems (workstations and servers)

4. Good knowledge of network problem analysis

5. Extensive networking and OS related knowledge

6. SQL (language, DB servers)

7. How far is the candidate located from Melville, NY?

8. US Citizen or Green Card holder.