Summary of Position:
Support Engineers are the primary, customer facing, technical resource addressing customer issues with regards to installed products, licensing, bug fixes and any other general problems raised. Support Engineers are responsible for managing the assignment, resolution, and communication back to the customer. They will manage the movement of tickets between the various support levels (L1-L2-L3), as well as their applicable severity level. Must be able to clarify and articulate the issues / responses between the customer and the various support levels and vice-versa. & Support Engineers must be able to establish and maintain strong relationships throughout the support cycle. Needs to achieve the established support metrics, reporting status on a regular basis and address deviations. The Support Engineer reports to the Director of Account Management.
Key Activities and Responsibilities:
· & & & & Support ticket tracking and resolution · & & & & Create and respond to support tickets submitted by customers in accordance with the SLA · & & & & Proactively update support tickets and communicate issue status to applicable customer · & & & & Have good customer service skills and see technical problems through to resolution · & & & & Ability to elicit high marks and positive feedback on customer surveys · & & & & Logging and keeping records of customer queries in salesforce.com · & & & & Analyzing call logs to spot common trends and underlying problems · & & & & Updating self-help documents and knowledge base so customers can try to fix problems themselves · & & & & Generate feature requests and bug fixes · & & & & Able to articulate “bugs” to Product Management · & & & & Work well across all departments, including Customer Experience, Product Management, Engineering and Sales
Required Skills and Aptitudes:
· & & & & 3-5+ years of technical engineering and/or services and support · & & & & Excellent soft skills - ability to interact with clients · & & & & Strong communication and presentation skills, including WebEx · & & & & Strong customer management skills · & & & & Ability to work independently with limited oversight · & & & & Positive, energetic personality with a drive to succeed · & & & & Strong knowledge of networking protocols · & & & & Bachelors in Technical Discipline or equivalent experience · & & & & Salesforce proficiency
· & & & & 3-5+ years of practical experience in information security · & & & & SAP knowledge a plus · & & & & Oracle EBS knowledge a plus · & & & & Familiarity with Linux operating systems a plus · & & & & Jira/Confluence proficiency a plus · & & & & Familiarity with Intralinks · & & & & Google apps / G Suite · & & & & Spanish a plus
Competitive Benefits Package Offered