SaaS Technical Support Engineer

Job Description

As a SaaS Technical Support Engineer, you will provide the highest standard of Technical Support for the timely resolution of customer issues resulting in an exceptional customer experience. This includes but is not limited to: iLab Operations Software, Smart Alerts, Asset Monitoring, and CrossLab Connect. You will be integral to supporting customer relationships post go-live, through an omni-channel support structure (email, tickets, chat, and phone). You will work closely with various internal teams and stakeholders, such Product Marketing, Customer Success, Deployment and R&D. You will support customers by ensuring that support KPIs are met and work closely with management and key stakeholders to escalate, document, and resolve critical customer issues. You will also bolster our efforts to promote operational efficiency through developing and maintaining various product Knowledge Base documents.

This is an ideal job for someone who has a passion for working with customers and software products. This candidate will exercise sound business judgment, and is an effective multi-tasker with an extraordinary attention to detail. The successful candidate will be a demonstrated quick learner and self-starter - with the ability to initiate and make difficult calls and function well within a team environment. The ideal candidate will have a unique ability to communicate a variety of messages to varying audiences, can build and maintain strong relationships, is customer-focused, and can follow through and get results.

Responsibilities:

• Develop a strong partnership across various Agilent Teams, such as our Support Operations Team, R&D, Customer Success, Product Marketing, etc.
• Creatively problem solve when difficult situations arise and help customers and internal teams resolve technical challenges.
• Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools.
• Create and update Knowledge Base materials dedicated towards operational efficiency.
• Share methodologies with Support Team, to enhance the quality and efficiency of customer support.
• Assist R&D and Product Teams with debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
• Escalate any issues in an appropriate and timely manner, to internal teams, management, and additional stakeholders, when required.
• Understand the follow-the-sun support model and provide consistent hand-offs to the next geography, based on urgency and severity of an issue.
• Be driven for excellence, speed, and accountability.

Qualifications

• Bachelor's or Master's Degree or equivalent
• Post-graduate, certification, and/or license may be required
• 2+ years of professional experience in Technical Support and/or working with customers within a SaaS or enterprise software-related field
• You must possess excellent critical thinking and communication skills, to deliver outstanding Customer Support
• Ability to effectively prioritize and escalate customer issues as needed
• You must have excellent analytical, problem-solving, and troubleshooting skills
• Ability to multi-task and perform effectively in critical situations
• You must be comfortable interacting with all levels of customers and management
• Self-motivated and directed individual, with the ability to work independently and be a collaborative team member
• Ability to work in a cross-functional work environment and can "get things done" in a fast-paced environment
• Understanding of integration technologies, XML, APIs (GET, POST, PUT, etc) .
• Experience in front-end web tier (HTML, DHTML, JavaScript, CSS, etc). Back-end software development preferred.

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The US pay range for this full-time position is $30.08 - $47.00/hr, plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum new hire pay for the position across the relevant US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Additional details are available at: https://careers.agilent.com/locations/americas/united-states/

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.

Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030.

For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Option to Work Remote

Yes

Travel Required

Occasional

Shift

Day

Duration

No End Date

Job Function

Services & Support