Sr. Product Support Engineer in San Mateo, CA

$100K - $150K(Ladders Estimates)

Model N   •  

San Mateo, CA 94401

Industry: Enterprise Technology


5 - 7 years

Posted 55 days ago

Analyze engineering, business, and other problems to implement and improve computer systems and implementation of Model N software; responsible for specific customers' needs that are supported by the Technical Support department; assist customers with how to handle business scenarios in the system; facilitate customer meetings when appropriate and engage other departments when additional services are required; work directly with other Model N staff in Professional Services, Product Development and Product Management who may be involved in specific issues reported by customers. Provide feedback, internally and to customers, on root causes, issue patterns and recommended changes in processes, tools and configuration to improve the overall customer experience with the Model N product; participate in technical support transition meetings in order to have a solid background of the customer and to provide continuity for customers; assist customers with resolution of Technical Support issues; replicate defects; enter in Jira Service desk system and/or Defect Tracking system and follow-up with customers to ensure timely resolution of issues; escalate customer issues to Technical Support Manager or other departmental managers when necessary; assist with product testing and/or validation, when necessary; answer and troubleshoot customer product questions; communicate software fixes and new release status to customers; identify customer user training or professional service needs; identify new modules needed by customer and communicate to Account Management; and provide periodic customer updates to the Technical Support Manager.

Requirements: Bachelor's degree in Computer Science, Computer Applications or related field with 5 years of experience in job offered or 5 years of experience in improving computer systems and software implementation. Must have 5 years of experience with the following:

  1. Utilizing Java, Oracle, SQL, Unix; and
  2. JBOSS/WebLogic administration and troubleshooting.

Valid Through: 2019-10-17