Technical Support Engineer

Less than 5 years experience  •  Business Services

Salary depends on experience
Posted on 11/06/17
Bozeman, MT
Less than 5 years experience
Business Services
Salary depends on experience
Posted on 11/06/17

Description

Apttus is currently seeking a Technical Support Engineer in our Bozeman, Montana office. This person will oversee software engineering, configuration, debugging, and related support tasks for Customers implementing Apttus Software-as-a-Service products. Provide initial response, operational assistance, and development of software workarounds and/or resolutions. Write sample code as needed. Troubleshoot and resolve customer issues with Apttus products and debug customized solutions where necessary. This position will cover the evening shift from the hours of 3:00 PM to midnight. 

Job Responsibilities:

  • Oversee software engineering, configuration, debugging, and related support tasks for Customers implementing Apttus Software-as-a-Service products.
  • Provide initial response, operational assistance, and development of software workarounds and/or resolutions.
  • Write sample code as needed. Troubleshoot and resolve customer issues with Apttus products and debug customized solutions where necessary.
  • Provide coordination for customer support cases including interaction with other internal groups such as Engineering, Product management and Professional Services.
  • Assist customers with the upgrade process when needed. Conduct regular case reviews with customers.
  • Participate in root cause analysis and resolution of reported problems.
  • Proactively communicate with customers and team members regarding status of customer inquiries or problems.
  • Ensure all issues are systematically tracked, escalated and communicated. 
  • Share resolutions internally, and with Customers via Knowledge Base. Contribution to Knowledge Base Enhancement.
  • Work closely with the Customer Success Manager (CSM) and Managed Services Representative to maintain visibility and provide consistency to the Customer.

Job Requirements:

  • Strong written and verbal communication skills are preferred 
  • Solid experience in problem analysis, resolution and debugging of software problems 
  • 2 years of relevant work experience with Bachelor’s degree in engineering or equivalent is desired; advanced degree preferred. 
  • 1+ years Force.com experience includes Apex, Triggers, Workflow rules, VF pages, Batch Apex, Email Services. Knowledge on Apex and Visualforce development. Salesforce.com Certifications preferred.
  • Or MS Dynamics experience is Plus.
  • 1+ years Java/.NET or C# development, web application development experience, including Java or C#, as well as HTML, JavaScript, and CSS 
  • Knowledge of Microsoft Azure services (Virtual Machines, Websites, Storage Blobs, SQL Database, Virtual Network, Traffic Manager, Automation, Active Directory, CDN, Cache) is Plus
  • Experience with jQuery and/or AngularJS a plus. 
  • Willingness to 'roll up one's sleeves' and assist wherever needed 
  • Team player who will innovate to continue improving the way Apttus serves its customer
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