Tier 2 Support Engineer

Position Description:

This is a customer facing role that works closely with our product development team to help find workarounds and solutions to product issues. This includes managing a ticket queue of customer support escalations. The Tier 2 Support Engineer is also responsible for internal support, working with the CPQ Architects and Consultants to analyze issues and determine if root cause is configuration or code-related.

The ideal candidate has experience working within a SaaS support organization, enjoys working with customers (both external and internal), understands programming, has expertise in Spreadsheets, and has experience working on enterprise web applications.

Required Qualifications & Skills

  • 3+ years’ experience in a Support related role with 2+ years’ experience as a Support Engineer, preferred in an enterprise software product
  • Working knowledge of any of the following: JavaScript or any other programming language
  • Working knowledge of SQL and DBMS
  • Experience in Complex Spreadsheets
  • Proven ability to balance multiple priorities and communicate across organizational boundaries
  • Strong analytical skills and ability to come up with solutions / workarounds to complex problems
  • Excellent written and verbal communication skills, combined with the ability to communicate with users at all levels and varying technical ability
  • Proactive team player who is responsive to customer needs and concerns

Desired Qualifications & Skills

  • Have attention to detail and deep understanding of support best practices
  • Had previous experience or knowledge of Order to Cash and/or CPQ applications

Characteristics

  • Self-starter with strong organizational skills and ability to
  • High energy, outgoing, positive attitude and capability to motivate
  • Results-driven, tenacious, drive to succeed in a fast-paced

Benefits:

  • Excellent Pay
  • Stock Options
  • 3 Weeks PTO
  • Excellent Health Insurance
  • 401k

Applicants must live in the United States. Please include your resume when applying.

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