Technical SW Product/Customer Support Specialist

100% Remote position in the United States

No agencies please

C2C not available

No sponsorship available

Work hours are 8:30 am-5:00 PM PST.

Must be willing to work in PST

This role will require knowledge of identifying technical issues with coding and driving solutions for the customer with the engineering team. Solid support experience with SaaS software, SOAP and RESTful APIs, Single Sign-On (SSO) and database (single tenant/multi tenant) related technologies.

Your Responsibilities:

• Interact with clients to gather necessary information to troubleshoot and provide timely resolution of escalated tickets
• Evaluate database-level problems, then propose and execute with an eye toward database
• management best practices
• Identify and escalate account management issues appropriately
• Project manage and execute product upgrades and configuration requests (sometimes outside
• normal business hours)
• Maintain ownership of tickets until resolution, drive other teams as needed and set customer
• expectations
• Enhance diagnostic and reporting capabilities on application-related topics with reusable SQL
• and scripts
• Provide primary support or backup to Product Support as needed
• Meet ticket management, SLA and Customer Satisfaction goals
• Develop internal process documentation and external knowledge base materials
• Develop a solid understanding of Research Administration
• Develop a solid understanding of relevant products and architecture
• Participate in training for new Support staff
• Contribute to the development of our software applications
• Identify, test, and thoroughly document base product defects and enhancements in JIRA
• Provide feedback on product direction

Your Qualifications:

• Bachelor’s Degree (or equivalent work experience)
• 1-2 years of technical support experience using a ticket managing system
• Support Experience: SaaS software, SOAP and RESTful APIs, Single Sign-On (SSO) and related technologies
• Organized, with excellent time management skills in the face of rapidly shifting priorities
• Possesses a high level of emotional intelligence (EQ)
• Tools: Subversion, Zendesk, JIRA, Confluence
• Inquisitive and looks beyond the fix, seeking to understand the root cause of issues
• Passionate about helping people and solving problems
• Ability to learn and process new information quickly
• Excellent work ethic with a bias toward action
• Effective, clear communicator with the ability to adapt communication style for different audiences

Benefits:

• Medical – Employer pays 90% of employee premium (PPO + HSA available)
• Vision
• Dental
• Short term disability covered
• Generous Paid Time Off
• Commuter benefits
• Parental Leave
• Casual Work Environment
• 401k
• Wellness Incentives
• Sit-Stand workstations
• Cold Brew + Kombucha on tap