Support Engineer

Less than 5 years experience  •  Technology

Salary depends on experience
Posted on 06/29/18
Burlington, MA
Less than 5 years experience
Technology
Salary depends on experience
Posted on 06/29/18

Job Description:

As a Support Engineer you will know all the components of our software inside and out. You will be a key link between our customers, customer success and product development teams.

This position offers the ideal candidate the opportunity to work with a great team of people and a chance to gain experience with cutting edge technology involving all the areas of the Profitect suite.  As a Support Engineer, you are a member of a team which provides application support to internal/external customers worldwide.

Job Responsibilities:

  • Resolve clients’ questions or issues in the areas of product functionality, system configuration/setup and bugs/enhancements over email or phone.
  • Serve as a support liaison between the company and customer and document support incidents in the required tracking systems.
  • Proactively keep customer informed of how and when problems are resolved with focus on retention and reference ability.
  • Collaborate with cross-functional teams including Customer Success, R&D, Operations and Sales
  • Other responsibilities include, among others, testing, training, and defining and following support procedures and supporting implementations.
  • Refer to other support, product management, development and quality assurance teams, as appropriate.
  • Focus on developing knowledge in specific product suite or operating environments.
  • Contribute information to the Support knowledge base.
  • Manage workload effectively and efficiently, following Support Procedures to ensure successful completion of tasks.

Job Requirements:

  • Bachelor’s degree in Engineering, Computer Science or related field
  • 0-2 years of work experience in Support/QA Engineering roles
  • Good problem solving and analytical skills.
  • SQL knowledge
  • Excellent interpersonal and communications skills. Including strong English written/verbal communication skills; good presentation skills.
  • Comfortable with direct customer interaction and supporting a team.
  • Ability to effectively communicate complex technical engineering software features/applications to end users and leverage internal resources.
  • Strong problem-solving skills; ability to thrive in fast paced environment; strong desire to learn.
  • Strong organizational skills; ability to handle multiple tasks simultaneously and manage priorities effectively.
  • Flexibility required to work outside of the defined role.
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