PLP is seeking a highly-motivated and fast-learning Technical Support Engineer to work on leading high-performance software for operating and monitoring technical document processing systems. The ideal candidate will have experience working in or with the wide-format reprographics market serving the AEC community. Relocation to the Washington, DC area is required.

This position is responsible for providing technical support to our customers and partners worldwide. As a contributing team member the Technical Support Engineer ensures that quality of service and responsiveness consistently exceed expectations.

Responsibilities:

• Develops and maintains detailed technical knowledge of the specifications and operation of PLP products.
• Resolves customer issues by thoroughly identifying and documenting the problem, researching and verifying the solution, and guiding the customer through the corrective steps.
• Documents and organizes all verified solutions as knowledgebase articles.
• Maintains a working knowledge of industry standard AEC design software, with particular emphasis on products from Autodesk and Bentley Systems.
• Maintains a working knowledge of market leading hardware systems, with particular emphasis on wide-format printers and scanners from Xerox, KIP and Océ.
• Attends and participates in weekly case reviews.
• Collaborates with Development and Quality Assurance to research and verify solutions.
• Develops advanced troubleshooting procedures for complex technical problems.
• Develops and implements technical action plans with customers.
• Works closely with Quality Assurance to test alpha and beta products as needed.
• Reviews new product documentation and participates in product team meetings as needed.
• Provides inventory validation and order fulfillment assistance to Operations as needed.
• Communicates extensively to other team members the status of field issues.
• Occasional worldwide travel may be required.

Skills/Qualifications:

• Superior communication and listening skills. English fluency required.
• Excellent interpersonal skills including courtesy, tact and discretion.
• Strong troubleshooting skills and the ability to discover, analyze and solve problems.
• Ability to work independently on complex, ambiguous problems requiring individualized analyses of situations or data and in-depth evaluation of various factors.
• Ability to exercise independent judgment in selecting methods, techniques and evaluation criteria for obtaining solutions.
• Advanced knowledge of Windows 2003 Server, Windows XP, Windows Vista, system registry and networking. Microsoft Certified Systems Engineer (MCSE) certification strongly preferred.
• Working knowledge of architectural CAD systems, imaging, print drivers and print-ready file formats.
• Ability to adapt to a fast changing environment and work well under pressure.

Experience:

• Minimum 3 years of related industry experience providing technical support to end users.
• Wide-format reprographics production experience strongly desired.

Education

• Bachelors of Sciences degree in engineering or a computer related discipline, or equivalent experience.
• Microsoft Certified Systems Engineer (MCSE) certification strongly preferred.

Send resume and contact information to careers@plp.com.

PLP is committed to administering its personnel policies and conducting its employment practices in a manner which treats each employee and applicant for employment on the basis of merit and experience, without regard to race, color, religion, sex, national origin, age, physical and mental disabilities, veteran status, ancestry, marital status or sexual orientation. This policy further prohibits unlawful harassment of any kind, including sexual harassment, and slurs or jokes based on any prohibited factor.