As a Principal Support Engineer, you will be the tier three Subject Matter Expert point of contact for our customers seeking technical assistance within Advantive for the strategic Kiwiplan product line. Our Support Engineer Team is fully remote, and you will provide support through various channels, including phone, email and our support portal. Your primary responsibilities will include diagnosing and resolving high-level technical issues, verifying escalation of more complex technical concerns to Development or other cross-functional partners, mentoring Support Engineers and Senior Support Engineers in our tier one and two teams, and overall ensuring customer satisfaction and maintaining world-class service standards.
As a Principal Support Engineer, you must be professional, solution-oriented, and driven to uncover the root cause of any given problem. You will be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations to peers, cross-functional groups, and leadership. You will be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time.
Key Responsibilities:
* Provide assistance and resolve customer inquiries for proprietary Advantive enterprise products.
* Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and, utilizing solid troubleshooting methodologies, escalate complex issues to Development or other cross-functional teams as required.
* Communicate effectively with clients throughout the ticket process, and when their support ticket has been resolved.
* Resolve mid to high-level technical issues ranging from general software questions to advanced API or 3rd party integrations.
* Respond to new messages in the help center (powered by Salesforce) and answer incoming support tickets in a timely fashion.
* Create new knowledge center articles & tutorials to assist customers and other support engineers.
* Serve as a day-to-day contact for customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting a playbook for success.
* Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
* Act as a Mentor and guide for Support Engineer I/II or other team members/partners who need assistance.
As a Principal Support Engineer, you will be the tier three Subject Matter Expert point of contact for our customers seeking technical assistance within Advantive for the strategic Kiwiplan product line. Our Support Engineer Team is fully remote, and you will provide support through various channels, including phone, email and our support portal. Your primary responsibilities will include diagnosing and resolving high-level technical issues, verifying escalation of more complex technical concerns to Development or other cross-functional partners, mentoring Support Engineers and Senior Support Engineers in our tier one and two teams, and overall ensuring customer satisfaction and maintaining world-class service standards.
As a Principal Support Engineer, you must be professional, solution-oriented, and driven to uncover the root cause of any given problem. You will be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations to peers, cross-functional groups, and leadership. You will be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time.
Key Responsibilities:
* Provide assistance and resolve customer inquiries for proprietary Advantive enterprise products.
* Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and, utilizing solid troubleshooting methodologies, escalate complex issues to Development or other cross-functional teams as required.
* Communicate effectively with clients throughout the ticket process, and when their support ticket has been resolved.
* Resolve mid to high-level technical issues ranging from general software questions to advanced API or 3rd party integrations.
* Respond to new messages in the help center (powered by Salesforce) and answer incoming support tickets in a timely fashion.
* Create new knowledge center articles & tutorials to assist customers and other support engineers.
* Serve as a day-to-day contact for customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting a playbook for success.
* Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
* Act as a Mentor and guide for Support Engineer I/II or other team members/partners who need assistance.
Requirements:
* 5+ years of technical support experience working with enterprise customers
* 5+ years Linux operating system experience: The ability to work with and manage the Linux operating system, including knowledge of its commands, shell scripting, system configuration, software installation, and troubleshooting.
* 7+ years experience in mySQL
Additional Skills and Qualifications Considered
* Experience with PHP, JavaScript or Java
LOCATION: UK - Fully Remote
HOURS: Eastern European hours. 8am-5pm CE
Skills & Requirements
Requirements:
* 5+ years of technical support experience working with enterprise customers
* 5+ years Linux operating system experience: The ability to work with and manage the Linux operating system, including knowledge of its commands, shell scripting, system configuration, software installation, and troubleshooting.
* 7+ years experience in mySQL
Additional Skills and Qualifications Considered
* Experience with PHP, JavaScript or Java
LOCATION: UK - Fully Remote
HOURS: Eastern European hours. 8am-5pm CE