As a Senior Support Engineer at Advantive, you will serve as a Tier 2 technical expert, resolving complex software issues and enhancing the customer support experience. You will collaborate cross-functionally with Development, Services, and Customer Success teams, applying your analytical and technical skills to troubleshoot issues, document resolutions, and drive long-term customer satisfaction. This role includes mentoring junior team members and contributing to a culture of continuous improvement.\

Key Responsibilities

• Troubleshoot and resolve complex customer issues via CRM platforms (e.g., Salesforce, Zendesk).
• Communicate clearly and professionally across multiple channels (email, chat, phone).
• Escalate unresolved technical problems to development with well-documented context.
• Author knowledge base articles and process documentation.
• Collaborate across teams to ensure timely project and issue resolution.
• Mentor junior support staff and act as a subject matter expert in your domain.

Core Competencies

• Analytically Savvy & Data Driven – Use data to guide issue resolution and continuous improvement.
• Disciplined Execution – Highly organized with strong time and priority management.
• Resilience Under Pressure – Maintain poise and productivity in high-stress situations.
• Technical Aptitude – Strong troubleshooting abilities, including database and code-level analysis.
• Conflict Resolution – Facilitate effective problem resolution with customers and teams.
• Process-Oriented Problem Solving – View issues holistically to recommend scalable solutions.