Technical Support Engineer, FinOps - APAC Hours

Introduction
At work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities
We are seeking individuals with technology to provide complex support services of our flagship SaaS solution. Reporting to the Manager of Customer Support this individual will work closely with our customers and Customer Success Managers to provide break-fix support operational maintenance and premium support services. This position is an integral part of Apptio’s long-term relationship with its global customers and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team this individual must have the passion and energy to work in an entrepreneurial and fast-paced environment.

Apptio is the CIOʼs business management system. We build advanced data and analytics applications that help all IT leaders understand and make informed decisions about their technology investments capitalize on cloud transformation and drive innovation within their organization. We call it Technology Business Management (TBM). Our TBM solution experts believe deeply in Apptio’s potential to lead our market and disrupt the IT industry on a daily basis. We are passionate about what we do and are driven by a common mission to support and elevate the role of CIOs within their organization. We are team players with an entrepreneurial spirit and an eye on results. We work in a highly collaborative and agile environment where we strive to continuously improve.

Responsibilities

• Support and maintain customers who have implemented the Apptio SaaS solution resolving customer issues in a timely fashion.
• Operational management of clients (e.g. helping to load new data maintaining and validating dashboard/report outputs etc.)
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
• Work as part of our extended support team in a startup atmosphere doing whatever it takes to exceed customer expectations.
• Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices.
• Collaborate with other departments in the company to achieve customer satisfaction.
• Shift: APAC Hours – 6pm – 3am EST – (Monday-Friday)

Required Technical and Professional Expertise
– Experience in technical support and system implementation/administration.
– US resident & able to pass a Public Trust background investigation.
– Knowledge of public cloud service providers such as AWS Azure and Google Cloud
– Knowledge and application of relational database concepts.
– Skilled at working with large data sets in Excel quickly detecting and resolving data-related issues.
– Skilled at completing technical design via iterative mockups.
– Basic programming skills e.g. HTML SQL.

Preferred Technical and Professional Expertise

– Strong analytical and problem-solving skills.
– Strong skills in data analysis/manipulation.
– Ability to quickly comprehend complex spreadsheets/data in order to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g. Excel).
– Self-starter – able to come up to speed on complex difficult concepts with minimal assistance.
– Ability to quickly context-switch between multiple complex work streams.
– Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues.
– Client-focused attitude — a customer advocate.
– Team player with solid communication and presentation skills.
– Specific knowledge and application of IT services and financial management including budgeting cost allocations capital & operating expense handling program portfolio management and application/infrastructure support.
– Operational knowledge of IT infrastructure domains including data centers network/communications server utilization virtual environments storage and application development & maintenance.