Redstone offers a rewarding, dynamic and challenging work environment. As leaders in the production of automation and testing software we are always interested in individuals who believe they can drive business forward - individuals who understand the testing business, know how to work in a strong team environment and believe they have the unique skills to help us take Redstone to the next level.
| Title: | Product Support Engineer |
| Skills: | Customer Support, Customer Relations, Consultancy, Scripting, Mac, Test Tools, HP Quality Center or the Mercury Automated Test Suite QuickTestPro, WinRunner, LoadRunner, HP TestDirector |
| Location: | Boulder, CO |
| |
| Job description: |
| Redstone Software Inc., a division of Gresham Computing plc, is the industry leading provider of automated software quality assurance (QA) testing tools designed to recreate the end-user experience. In every industry where the end-user experience is critical for software or system performance, companies committed to excellence turn to Redstone's automated software test tools. |
| |
| Summary of Position: |
Provide technical support to Redstone's current and prospective customers. Support customers with their technical issues by driving product and feature usage, providing technical assistance and delivering implementation services to prospective and existing customers. As time permits and needs dictate, provide pre-sale, post-sales and consultancy services to prospective and existing customers. Liaise with sales executives and senior management to communicate gathered customer information, assist in closing new business, and ensure customer requirements are properly represented internally and to assist in the development of processes and procedures to be used by the company to achieve these objectives. |
| Primary responsibilities: |
- Provide pre- and post-sales technical support
- Proactively contact customers to determine what additional services, products or training may be required
- Promote and deliver consultancy services to customers
- Conduct customer and partner training sessions
- Create and maintain training and reference materials
- Identify processes and product functions that require improvement and, subject to Senior Management approval, implement changes
|
| Secondary responsibilities: |
- Collaborate with Senior Management and Development to establish product strategy and roadmap
- Contribute to, review and edit end-user and/or channel communications as required
|
| To improve your effectiveness: |
- Assist with QA for new software releases
- Use spare time to research customer requirements to understand how Redstone products can be tailored to more successfully meet customer needs
- Stay abreast of industry trends, new technologies, products and testing methodologies
- Participate in customer, partner, & industry events, etc.
|
| Ideal Candidate: |
This individual will be detail and process oriented, self-motivated, capable of working autonomously, analytical, personable, and sociable, a good presenter and willing to stay with a task through to completion. This individual will use these skills to the benefit of customers in the delivery of project plans, periodic technology update briefs, installation and problem solving assistance, product and architecture recommendations and to ensure ongoing growth in revenue for the business. The ideal candidate is comfortable with providing technical support and has a desire to branch out into providing pre-sales assistance. |
| Required competencies: |
- Consultancy practices
- Support practices
- Customer relations experience
|
| Desired competencies: |
- Scripting
- Mac expertise
- Test tool experience
|
| Required skills: |
- An understanding of image-based automated test tools
- Excellent written and verbal/presentation communication skills
- Proficiency in the use of Microsoft Word, PowerPoint, Excel, etc.
- Ability to handle all types of customers including large or strategic Global 2000 customers; can manage an account on / at a high level and is comfortable interacting with key customer executives
- Capable of presenting new products to both prospective and existing clients and securing adoption of those products into clients' environments
- Capable of working with a team of people yet willing to assume ultimate responsibility for the delivery of objectives
- A strong ability to create, develop and maintain relationships with customers
|
| Work habits & traits: |
- Anticipates and timely responds to the needs of the customer
- Consistently displays positive, professional behavior towards customers
- Confidently represents the professional face of company to customers and suppliers
- Acts as a trusted advisor supplying recommendations for internal infrastructure design, business continuity, and best practice
- Builds relationships with internal stakeholders across different functional groups and external parties and leverages those relationships to attain goals
- Gathers and disseminates appropriate information quickly and accurately across organizational groups and to external parties
- Harmonizes discordant views - needs to be able to negotiate well and influence accordingly
- Proactively displays ownership and flexibility in following all avenues to deliver a high quality service to the customer
- Is willing to make independent decisions affecting customer outcomes - uses initiative to solve problems and be accountable for outcomes
- Displays commitment to both customers and the business in realizing respective objectives
|
| Education and experience: |
- A minimum of 2 years continuous experience working in the testing tools or similar industry in a client-facing environment
- A minimum of 3 years working in the information technology/software sector
- Experience with HP Quality Center or the Mercury Automated Test Suite (QuickTestPro, WinRunner, LoadRunner, HP TestDirector for Quality Center software, etc.)
|
| Compensation & Benefits Package: |
Compensation is competitive and is based on level of skills and experience. |
| Benefits include: |
- Vacation: a minimum of 10 days per year
- Holidays: approximately 10 holidays per year
- Sick leave: 7 days per year
- Health Insurance: 90% coverage for employee and family for medical and dental
- Premium only Plan: employee's portion of insurance premium paid on pre-tax basis
- Reimbursement of last 75% of medical deductible
- Basic Life Insurance and AD&D paid 100% by company
- 401(k) Plan with 3% Employer contribution
- Flexible Spending Account
- Direct deposit of payroll
|
| Travel required: | Some |
| How to Apply: | To apply for this position, please send your resume to recruitment@redstonesoftware.com or contact us. |
Redstone Software is always looking for skilled and driven people. Even if we do not have a position currently available that would suit your skill set, if you feel you would be of value to Redstone Software please send us your resume or CV by emailing us at
