Associate Support Engineer
Precisely
Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.
Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!
Overview:
In Precisely, Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their Precisely EngageOne investments. Dedication to customer satisfaction, along with strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.
What you will do:
- Provide world class technical support via phone, email, and remote connections.
- Effectively document and record client issues in a case management system.
- Communicate with customers effectively and per SLA requirements to uphold customer satisfaction standards.
- Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
- Debug and provide recommended solutions and tools to address product issues and enhancements.
- Continuously learn new technology, tools, systems, and share that knowledge within the team.
- Create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
- Rotational Off-hours and weekend shifts for on-call support
- Other duties may be assigned
What we are looking for:
- BS degree in Information Technology, Computer Science or equivalent experience
- Excellent English communication (oral and written)
- Exceptional analytical and troubleshooting skills
- Self-motivated and organized when working with difficult problems and tight deadlines.
- Understanding relational databases including SQL execution, tuning, and configuration.
- Understanding of debuggers, system utilities, and performance monitoring tools on multiple platforms.
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