Senior customer support engineer job description

We're looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you're a high performer who's an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

This is not your ordinary support job. Alteryx Customer Support Engineers (CSE's) work with the world's leading companies every day to help them with their advanced analytic solutions. From financial services to communications, retail, and pharma (and more), you'll work with customers that are on the leading edge of the analytic revolution. You will help Alteryx customers by addressing their current questions as well as provide guidance associated with the best use of Alteryx software. Additionally, you work closely with other members of the Alteryx team, including Sales and Engineering, to ensure a superior customer experience with both the product and the company as a whole.
What you will do:

* Review, document, troubleshoot and resolve the Alteryx customer's technical questions
* Act as a facilitator and assist with the communication between the customer and internal teams when escalating issues
* Respond to customer requests within expected Service Level Agreements and manage customer expectations
* Create articles for our internal and external knowledge base when related information is not present using KCS methodology practices
* Answer incoming support inquiries via various channels (Chat, phone, email, etc.)

What we look for:

* 1-3 years of Product Support or related work experience
* Excellent troubleshooting skills (databases, environments, network communications, applications, etc…)
* Top-notch interpersonal skills, with excellent written communication to match
* Ability to work in a fast-paced environment, under pressure and prioritize multiple tasks
* Working knowledge of Microsoft Windows operating systems and server platforms
* Excellent collaboration and proven teamwork abilities
* Associate or Bachelor degree in Business Administration or IT preferred, or equivalent experience
* Can-do attitude with desire to help customers and work as part of a collaborative team
* Life-long learner

Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we're invested in building teams with a wide variety of backgrounds, identities, and experiences.

Benefits & Perks:

Alteryx has amazing benefits for all Associates which can be viewed here.

Impartner is looking for a Level 2 - Customer Support Engineer to join our dynamic customer success team. This role is ideal for the candidate who wants to have their hands in code, trouble-shoot technical issues, and solve customer problems.

You will be responsible for handling technical customer queries and will be supported by a collaborative team that is focused on providing an extraordinary customer experience and has a real passion for problem-solving.
What will I be doing?

* Support and maintain customers who have implemented the Impartner PRM solution.
* Triage and resolve customer issues and escalations in a professional and timely fashion.
* Troubleshoot customer issues reported in the PRM and Partner Portal.
* Respond to and manage our client's product-related issues following applicable SLA guidelines.
* Explore technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
* Reproduce customer issues and if necessary, file bug reports, call out cases to engineering, and provide the necessary documentation.
* Read and troubleshoot code in C#, HTML, CSS, Bootstrap, and JavaScript. You will be checking in code and pushing code to multiple environments and verifying your own work, with the customer.
* Be able to read system logs and help customers with API and SSO integrations.
* Become familiar with many CRM platforms. Impartner PRM integrates with many CRMs, primarily Salesforce, and you will be expected to become familiar with these platforms to aid in issue troubleshooting.
* Create technical knowledge content to support customer self-service goals.

Experience and Qualifications:

3+ years of experience working as a customer support engineer, technical account manager, or software developer are preferred along with the following desired qualifications:

* Working knowledge of HTML and CSS
* Experience using Bootstrap 3
* Experience using JavaScript
* Experience with C#
* Experience with API's
* Experience with SSO
* Experience with Visual Studio (or any code editor)
* CS degree or equivalent work experience
* Experience working with Salesforce
* Previous experience in troubleshooting applications
* High Attention to detail and ability to work well with others and the ability to work Independently

Impartner is an equal opportunity employer. Diverse perspectives and experience improve the results of the team and contribute to the culture and company. We believe inclusion leads to an awareness that is critical to building our strongest teams. We encourage applications from members of underrepresented groups, including but not limited to women, members of the LGBTQ community, people of color, people with disabilities and veterans.

Our Life Science Connect Technical Team focuses on helping our clients solve a problem or achieve an outcome, not just selling them a product or service. When done right, we are viewed as a partner, an extension of their team. We seek to understand, work unbelievably hard to learn what is needed, and then are relentless in our pursuit of providing real help.

Our business is growing at an incredible rate. Continuous investment in our products, services, and technical infrastructure has us well-positioned to achieve real results for our clients. This is highlighted by adding a content marketing-focused SaaS solution to our product offerings. To maximize this growth, we need to add to our Customer Support Team in Erie, PA .

This position will be responsible for handling customer service and technical support inquiries from internal and client users of Templeton. They will also be responsible for conducting regular Customer Onboarding training sessions and creating and maintaining FAQs. Lastly, they will work closely with the development team to test new feature releases, bug fixes, and enhancements for all Templeton updates to ensure changes are implemented properly.
CUSTOMER SERVICE and SOFTWARE SUPPORT:

* Handle inbound queries and issues from both internal users and clients through all available Support channels (phone, email, and live-chat).
* Resolve all issues within defined service level agreements.
* Quickly triage and escalate critical support issues to the development team.
* Collaborate with internal users and clients to ensure software is optimally configured, meeting their needs.
* Track and communicate client status, issues, time frames, and root causes related to tickets submitted by clients.
* Identify trends in client issues and recommended software enhancements.

USER ADOPTION, CUSTOMER TRAINING, and DOCUMENTATION:

* Conduct regular Customer Onboarding training Sessions
* Conduct new feature release and software update training
* Create and maintain FAQs database
* Create and maintain in-app guides, walkthroughs, and messaging

QUALITY ASSURANCE TESTING:

* Work with development team to test new feature releases, bug fixes, and enhancements for all product updates to ensure changes are implemented properly.

Life Science Connect facilitates mutually beneficial connections between our audiences and strategic partners that accelerate the advancement of life-improving, life-extending, and life-saving therapies and devices. We hire world-class employees with high character, drive, discipline, and a track record of success. In turn, we provide our employees with career growth potential, excellent pay, and a competitive benefits package. Our culture is focused on helping each member of the team become the best version of themselves and promotes a friendly atmosphere and work-life balance.

Position Requirements

REQUIRED SKILLS and EXPERIENCE:

* 3 years' experience as support specialist in a software or technical support environment - including email, live-chat, and/or phone support.
* Experience with Ticketing Systems ie. Zendesk, Freshdesk, Helpscout and Bug Tracking systems.
* Technically adept with application administration and configuration.
* Experience providing end-user training and writing software documentations such as FAQs, feature announcements etc.
* Experience collaborating with software developers to resolve customer issues.

PREFERRED SKILLS / EXPERIENCE:

* Bachelor's degree or degree/certifications from a computer technical school
* 5 years' experience as support specialist in a software or technical support environment - including email, live-chat, and/or phone support.
* Min 2 years testing experience

Tags