As a Support Engineer, you provide technical expertise within the Advantive support team. You are a specialist in your area and are accountable for assisting with or taking over complex support cases problems to computer software. You are responsible for research and development of resolutions to new and emerging issues. Our Support Engineer team is fully remote, and you will provide support through various channels, including phone, email and our support portal. Your primary responsibility will be to research software errors and process issues, and to escalate more complex technical concerns to Development or level III engineers once vetted, ensuring customer satisfaction and maintaining world-class service standards.

As a 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.

• Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and utilizing solid troubleshooting methodologies.
• Communicate effectively with clients and teammates throughout the ticket process via various channels such as email, chat and phone.
• Respond to new messages in the help center (powered by Salesforce) and answer incoming support cases in a timely fashion.
• Collaborate new knowledge center articles & tutorials to assist customers and other support engineers.
• 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 or other team members/partners who need assistance.