Spotnana - Application Support Engineer - Troubleshooting

Job Description

In addition to providing exceptional service, you will need to be a confident, fully-engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

• Work within the Support team to resolve complex issues and escalations from Tier 1 team.
• Identify customers' needs, research each issue, provide solutions, and ensure the customers needs have been completely met.
• Provide technical support to strategic Spotnana customers and partners, who range from experienced developers to non-technical executives.
• Determine root cause of bugs, failures, and issues.
• Deliver analysis to leadership and engineering, as needed.
• Develop proposed solutions, incorporating technical and client needs, to submit to product and engineering.
• Translate and distill complex technical analyses into customer-friendly explanations.
• Perform technical collaboration with our engineering team for further troubleshooting, bug fixes, or workarounds, as necessary.
• Work side-by-side with Customer Success Managers and Travel Operations to ensure a high-level of customer satisfaction.
• Help to maintain process documentation and help center content as needed.
• Assist the Customer Support Manager and other Customer Success leaders on project level & Skills :
• High level of English proficiency.
• 3+ years of experience in a customer-facing support function.
• Experienced in at least one programming language, preferably have solid knowledge about web technologies like HTML / CSS.
• Experience troubleshooting issues related to, for example, SSO, user provisioning via SFTP and API, and systems integrations.
• Ideally have already gained experience with database systems or SQL.
• Experience using Kibana or similar to interpret real-time application monitoring and alerting based on various metrics and logs, including using log data to troubleshoot issues.
• Experience with major Cloud Platforms such as AWS.
• Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments.
• Must be customer service oriented empathetic, responsive, patient, and conscientious.
• Excellent interpersonal skills and the ability to build relationships with the team and with customers.
• Familiarity with corporate travel management solutions and / or related back-end systems like Sabre is preferred.

Lets Talk Compensation

Spotnana strives to offer fair, industry-competitive and equitable compensation.

Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits.

Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team.

Each employee is paid within the minimum and maximum of their positions compensation range based on their skills, experience, qualifications, and other job-related specifications.

We care for the people who make everything possible our benefits offerings include :

(ref : hirist.tech)

Skills Required

Database Systems, Kibana, Sso, Css, Sftp, Sabre, Api, Sql, Html, Aws