Product Support Tech Engineer

COLLABORATION :

• This role will report to the Manager of Global Product Support
• The Support team works staggered hours to provide 24 / 5 coverage, this role works 9am-6pm
• This role will work closely with Level 1 Support, Tech Ops, Dev Ops, Client Success Managers, Engineering, Data Services, Implementation Analysts, Business Leaders, and others as needed
• This role is a part of our Global Client Success team consisting of Client Success Managers, Client Success Analysts, Level 1 and Level 2 Support, and Implementation Analysts.

EXPERIENCE & QUALIFICATIONS :

• Bachelors degree in engineering, Computer Science, Management Information Systems; or 5+ years equivalent combination of education and experience
• Strong experience with MS SQL - programming and basic DBA commands
• Experience with command prompt language - Unix, Linux, Grep, etc.
• Must be self-motivated with problem solving skills and the ability to resolve complex problems with enough experience
• Has ability to work with minimal supervision
• Impeccable with follow through and follow up
• Able to respond to P1 / P2 tickets on nights and weekends (emergency situations)
• 3+ years of customer support experience in a professional environment, preferably with a Software-as-a-Service and / or Startup environment is a bonus
• Experience in ticket handling and root cause analysis
• Direct experience with Jira / Atlassian is a bonus Act as a team player, actively share knowledge across the team
• Assure quality of service is delivered within the expected SLA and KPI

Skills Required

Ticketing, Application Support, Unix, Ms Sql, Linux