Sr. Customer Support Engineer


Burlington, MA

Industry: Software


5 - 7 years

Posted 343 days ago

Sr. Customer Support Engineer

Location : Burlington, MA

Duration : Fulltime, Permanent

We are seeking a motivated and energetic individual who thrives on working with customers to resolve complex technical issues. The Sr. Customer Support Engineer will focus on supporting customers who have questions or issues pertaining to the use of the our Service.

Job Responsibilities

·        Handle email reports, web-to-case reports and customer calls regarding technical issues related to the use of the our service

·        Learn/support the standard our service and our APIs

·        Re-produce and resolve complex technical issues in a timely manner

·        Achieve proficiency of our CRM system to log, track, and manage reported issues

·        Create knowledge base articles to enhance the reuse of technical knowledge

·        Create and maintain application notes

·        Deepen your knowledge on application security concepts

·        Transfer knowledge to customers and co-workers

·        Work with the our product strategy team to file and track customer enhancement requests

·        Train and mentor junior team members 

·        Represent Support as an SME on group and organizational projects

This position requires a team player who is motivated to learn, and who strives to find timely solutions to complex technical issues. It will require constant and effective communications with internal/external cross-functional teams. This individual will have the opportunity and freedom to cultivate new and innovative support solutions which will benefit our entire client base


Requirements & Skills

·        4year college education in Computer Science, Engineering or related field, or equivalent experience

·        A minimum of 5years in a Technical Customer Support related role

·        Client requirement gathering, prioritization and scoping experience

·        Strong technical writing skills

·        Strong oral communication skills in English and good presentation/teaching skills

·        Excellent problem-solving and organizational skills

·        Ability to apply these skills cooperatively in a collaborative team environment


Additional Requirements

·        Experience with Java, C#, etc.

·        SaaSexperience

·        Experience using Salesforce and JIRA

·        Security knowledge a plus

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